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Ignored or poorly managed visibility is a chronic condition that leaves many centers suffering from enterprise isolation.
Strategy Visibility Planning
Replacing COVID issues at the top of the challenges was formulating strategies that propel the contact center into becoming a central component of the operations of the organization.
Keep an open mind and bring the ‘can do’ attitude that your executives expect.
Strategy Planning Remote Work Strategy
The lessons of 2020 are already abundant, but they are not complete. There are more lessons to learn and they may be more complicated than those we’ve dealt with to date.
The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling.
Calls matter, private conversations matter, and learning about how the frontline feels about working from home matters.
Strategy Planning COVID-19 Remote Work Strategy
The modern contact center means a more agile approach; working anywhere while meeting service level objectives and taking care of the customer on whatever channel they prefer.
COVID ‘shined a light’ on the importance of the contact center, and it now features far more prominently as the ‘face’ of the organization.
Strategy Customer Experience Planning Industry Research Research COVID-19 Customer Retention Remote Work Strategy
Belief and certainty can be so strong they blind us to areas of weakness.
The pandemic has encouraged the adaptation of new business models that place service at their core.
Strategy Planning COVID-19 Remote Work Remote Work Strategy
What is the ROI on readiness? Peace of mind and the ability to respond.
Virtual Contact Centers Strategy Planning COVID-19 Remote Work
Getting technology right is about not letting the day-to-day fire drills stop the ongoing activities to plan for, implement and optimize changes.
The key is approaching things in the right way, which includes a heavy dose of communication delivered with a dash of gusto.
Why is it so difficult to provide proper governance that will break the chain that links funding for staff and training to 20th century private practice models?
Generational norms and expectations will drive widespread adoption of omnichannel in the contact center whether the contact center likes it or not.
The ability to properly plan, and measure the performance of the plan, improves your contact center’s visibility as a valued asset.
Operations Reporting Strategy Planning
Confusion is a constant companion when it comes to CHAOS and confusion often leads to conflict.
Strategy Planning COVID-19 Remote Work
Responding to an emergency with a solid contingency plan in place will ensure that the right number of sandbags are in the right place to hold back the rising water.
Connected consumer applications means managing devices and services across multiple vendors, with customers uncertain where to turn when problems arise.
At some point in the not-too-distant future, you’ll probably find yourself with contact center employees who function somewhere on the autism spectrum.
Strategy Planning People management
Strategy Planning Strategic management
Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.
When I ask contact center leaders about things that keep them up at night, a common concern is the ability to find staff that will succeed in the role of an agent.
Contact centers may not sit around talking about the different sides of the brain, but each has a unique approach to management that favors one over the other.
Since about 60% of your contact center costs are wages, you will need to be more deliberative in factoring the impact of minimum wage laws on your location decisions.
Strategy Planning White Papers
The challenge is that contact centers in healthcare have emerged somewhat haphazardly. Think of it as evolution by default rather than by design.
Remember—incentives do not make a better location, rather, they make a better deal.
Strategy Planning Operations management White Papers
When evaluating urban areas for an existing facility, it is usually easier to find existing space. The amenities and the infrastructure are usually in place.
States such as Tennessee, Texas and Utah are strong markets for contact centers today, but if neighboring states change their laws, market conditions can change very quickly.
One way that leading organizations build strong learning cultures is by starting at the top and having executives show a little humility and admit mistakes.
Risk exposures exist at every point where the enterprise touches the customer.
Strategy Planning Technology
Far too often, contact centers field so many initiatives and demands that this time of year passes like ‘sands through the hourglass’ and the new dawn passes unnoticed.
Strategy Planning Operations management
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