There are huge benefits to be gained from benchmarking a contact centre. By comparing their business processes and performance against others – particularly those deemed to be industry leaders – contact centre operators can establish their strengths and weaknesses and use that information to make vital process improvements. (more…)
This week sees the launch of the Workforce Management Reference Guide.
What makes it different is that it has been written collaboratively by a team of people from across the industry.
Click here to visit the Workforce Management Reference Guide. (more…)
Despite the fact that seven in ten people prefer the phone to any other contact method, there are some common errors that companies continue to make in their customer contact operations.
James Tanner highlights 10 tips which could improve performance by more than 30 per cent. (more…)
We’ve been doing a lot of writing and speaking about metrics in the contact centre. So we asked a number experts which key performance indicators (KPIs) should be used in the contact centre. (more…)
Our editor Jonty Pearce and Colin Wheelan from the Professional Planning Forum, recently held a workshop at the Planning Forum Conference on Management Information (MI) and the contact centre.
Here are the top tips that came from the floor. (more…)
Many contact centres use balanced scorecards to track performance. But what is a balanced scorecard and how does it work? Charles Baker explains. (more…)
Look at any major organisation’s vision and mission statements and you will almost certainly find the term ‘world class’ buried somewhere within these shining beacons of staff and client motivation.
When you look at the aspirations of customer contact centres within these organisations, ‘world class’ is also frequently on the check-list; yet so often the reality falls woefully short of the dream. The question is, does this need to be an aspiration at all? (more…)
We all measure the number of calls answered in 15 seconds, and the amount of wrap-up time. Why? Because they are easy to measure.
Richard Snow’s research indicates that they may have gone past their sell-by date. (more…)
If “the proof is in the pudding”, then in a call centre the pudding is the telephone calls. Listening to calls provides the biggest indicators on how to make dramatic improvements in the call centre. (more…)
