  |
Effectiveness Indicators – Customer Satisfaction Turaj Seyfrafiaan In the past several months, we have reviewed a number of contact centre efficiency and effectiveness indicators. While each article discussed a specific grouping of indicators, it was always emphasized that we cannot analyze them in solitude and need to view them as part of a larger [...] Is A Strategy For The Contact Center Necessary? By Colin Taylor In our call center and contact center consulting practice, we are often asked this question. Johnson and Scholes (Exploring Corporate Strategy) define strategy as follows: “Strategy is the direction and scope of an organization over the long-term: which achieves advantage for the organization through [...] We have just posted a new Talking Call Centers video on our Call Center Channel on YouTube, featuring Rosetta Carrington Lue, the deputy managing director who oversaw the city of Philadephia`s launch of the 311 service. During the interview with [...] How good is your Training: Take the Quiz By: John Cockerill Understatement of the day -Training is important. Just about everyone says so. But like the weather everyone talks about but few do anything about it. Here is a quick test to gauge the health and effectiveness of the training in your center. 1. Is [...] Operational Indicators: Financial MetricsCost per Call / Cost perMinute Operating & Capital Expenditure / FTE – In the last three posts we discussed various operating indicators. Those indicators were measuring and representing the efficiency of the operation. In this post, we step beyond the pure operation point of view and will look at some of [...] In our call center consulting practice we often assist call centers understand and rationaize their Customer Experience strategy. This includes aligning the call center operational model with the desired Customer Experience. In this third article in our Customer Experience (click to view Part 1 and Part 2 )and the Call Center series we examine how [...] We were recently asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here…. Question -What are the most important components that make a successful contact center of the 21st Century? Colin Taylor – A holistic view of the contact center is essential for [...] |
|
|
Call Center Consultants - Contact Center Consultants |
||