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Congratulations, you are the new contact center manager…now what?
Recently we were asked, what are the first things a new manager has to do to be effective in their new role as the Contact Center Manager (CCM)? In particular what can a new CCM do in the first thirty days [...] Recently we were asked, what are the first things a new manager has to do to be effective in their new role as the Contact Center Manager (CCM)? In particular what can a new CCM do in the first thirty days to be successful? Contact Center Manger may well be one of the more [...] Just a quick post regarding an upcoming conference I am speaking at, Reinventing Call Centre Management on March 18 & 19 in Toronto. Now you have fair warning to either attend or book something else to save you from attending. I will be speaking on Leadership Strategies for High performance call and contact centers. This [...] In the course of completing projects fo our clients we often run into some great companies that are not well known. We thought that you would like to know about some of these companies. ShoreTel is one of these companies, in an industry dominated by billion dollar companies ShoreTel is the David fighting against these [...] First Call Resolution, or FCR, is a measurement used to identify the number of times a customer contacts a company’s call center or support group to resolve the same issue. The end goal is to resolve the customer’s issue during the first call. Often called “One and Done” this approach reduces the cost of supporting [...] Industry SizeThere are presently 60,850 contact centers (with 10 seats or more) in North America, representing 3.3 million agent positions[1]. Those centers with less than 100 seats represent more than 44% of all contact centers and 1.36 million agent positions. Gartner has valued the Customer Interactions Services Industry (contact centers) at $28 billion dollars per [...] Well it has sure been a busy summer… Lots of consulting projects: – helped a large not-for-profit: integrate 2 call centers, source a new IP Telephony system and designed and help build an enterprise knowledgebase system, -helped a publisher assess outsourcing, option, costs and ROI, -Helped a sports equipment manufacturer measure the satisfaction of their [...] By Linda Formichelli If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they meet? You probably thought that once you’d graduated from high school you were through with having to solve this [...] Online, Real Time Address Management Should Be Part of Your Business Processes. Addresses are important to you and your customers. Your customer want to get what they order. You want to only have to send the product or bill once, fewest return possible, less cost. Your business processes, especially those which are customer facing [...] We have all experienced this moment, just when we finally seem to have all of the many and disparate elements of our center under control; the Service Level, our speed of answer, abandon rate, handle time and quality, that’s when it happens, the flood gates open and are KPI’s tumble into the cellar. It is [...] |
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Call Center Consultants - Contact Center Consultants |
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