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 [...]
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We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras [...] Questex Media Group has made the decision not to hold ICCM Canada in 2009. This decision was based not only on current marketplace conditions, but also on the changing needs of our exhibitor and audience base. As always, Questex strives to meet the education, training and networking needs of our event attendees, and to maximize [...] There are a number of sources where call and contact center operators can gain insight into the offerings of contact center telephony vendors. The majority of these are provided or sponsored by the vendors and as such are suspect to greater or lesser degrees. There are a few research organizations that research and provide assessments [...] |
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Call Center Consultants - Contact Center Consultants |
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