Retaining Top PerformersBy 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.
Doing More with LessBy 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.
Technology Bridges Organizational SiloesBy 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.
Keep Your Frontline All-Stars ProductiveBy 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.
Ally BankBy 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.
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.
Stop Getting Bullied by Your WFM SoftwareBy 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.
The Lean & Mean Contact Center: Reactive Cost ReductionBy 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.