“Simplify, simplify”, said David Thoreau and that is good advice for today’s call center and contact center operator. In our call center consulting practice we have seen many organizations that added too much complexity into the process that created barriers and obstacles for customers to overcome. [...]
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Fault versus Value, What are you generating? Every center anywhere has calls or transaction, whether in private for profit, not for profit or even government centers. In each center the calls or transactions are only one of two types: a fault call or a value transaction. This simplistic distinction is key to achieving a high [...] John Cockerill 1. There will be a future however bleak or rosy, it will still be. Take off the rose colored glasses and stop forecasting historical plus 5%. That is what a demand forecast is for. Get one now. 2. Politicians will still get elected; and we all will complain regardless of who is elected [...] 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 [...] By: Colin Taylor This is the second in a series of posts focusing on delivering the Customer Experience in call centers. The first installment is located here Before starting to architect the Customer Experience, let’s start by defining it The key elements of any Customer Experience related to the contact center has to include: 1. [...] Like culture, all companies deliver a Customer Experience. Also like culture, it isn’t always what the company intended. It is often a poor customer experience. Does your company deliver the promised customer experience? Do you have a document outlining what the Customer Experience is supposed to be?, No, Thats not surprising, few companies do. [...] |
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