June 2010

Feature Article

Retaining Top Performers

By Susan Hash

A dismal job market has curbed contact center attrition over the past couple of years, but multiple studies have indicated that as many as 60% of employees are planning to look for — or are already looking for — a new job in 2010. Contact center leaders offer ideas on how to retain top talent.

Agility Factor

Doing More with Less

By Jay Minnucci

“Do more with less” is not a phrase that any contact center leader wants to hear, but meeting that demand doesn’t have to be painful. Learn about staffing and workflow strategies to help you smooth out the downturns in your budget cycles.

Tech Line

Technology Bridges Organizational Siloes

By Lori Bocklund and Maren Symonds

Contact centers are migrating toward enterprise-level technology solutions that connect the center to all parts of the organization. A look at enterprise opportunities, needs and considerations for delivering exceptional business value.

Performance Matters

Keep Your Frontline All-Stars Productive

By Mike Aoki

Are you neglecting the needs of your best agents just because they’re consistently high performers? Tips for avoiding the five biggest mistakes managers make when coaching contact center all-stars.

Inside View

Ally Bank

By Susan Hash

In industries where fierce competition has largely commoditized products and services, consumers look to the service experience as the key differentiator when deciding with whom they want to do business. Meet an online bank whose service strategy is to drive a better customer experience through honesty, openness and accessibility.

Leading Thoughts

Key Performance Indicators: Are You Measuring the Right Things?

By Maggie Klenke

Contact center systems can churn out a mountain of statistics, but is all that information really useful? To measure the most important contributors to the company’s success, consider the needs of your key stakeholders. A look at nine powerful metrics that will help you to achieve your goals.

Forecast Focus

Stop Getting Bullied by Your WFM Software

By Tiffany LaReau

If your contact center uses workforce management software, chances are you’re not getting the results you expected. Here’s how to stand up and take control of your forecasts.

Management ROI

The Lean & Mean Contact Center: Reactive Cost Reduction

By Martin Prunty

Reactive cost-cutting measures that ignore the call center cost hierarchy rarely achieve their intended financial results. A look at the consequences of reactive cost reduction methods.