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Companies have been rushing to add channel choices for customers, but more is not always better.
Operations Service Delivery
Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.
Operations Workforce Management Service Delivery
Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.
Operations Service Delivery COVID-19 Customer Retention
Operations Service Delivery Reporting
The rule of 150 can improve quality and employee engagement in the large contact center environment. How do we know? Let’s look at ants.
Operations Service Delivery Remote Work Agent Motivation
Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel
We will do whatever it takes to get people the information, audits and training to make them successful.
Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.
If you want to differentiate based on service, you have to adopt the approach that everyone counts, and your people, processes and technology have to be built to support that approach.
Operations Service Delivery Operations management
Every 1% gain in FCR directly translates into a 1% gain in customer satisfaction.
Operations Service Delivery Strategic management
Visually, a transactional call looks like a straight line, while a conversational call has a number of curves and off-shoots.
Operations Service Delivery Strategic management Operations management