Management, Human Resources, and Life in a Customer Focused World

Someone recently asked me:
“When’s the right time to centralize different divisions or receptionists into a centralized center?”
This is a question that a lot of companies struggle with and mirrors the simple question of
“Should I start a contact center?”
The easy answer is: It depends.
I know. It’s a co-out. It is, however, true as well. [...]

[Read more →]

Contact centers tend to be at the core of this arguement. Quality vs Quantity. What is truly the most important? Does a person’s Average Speed of Answer (ASA) mean more than their customer feedback score? Is the abandon rate the key or does customer satisfaction play a role? In truth, the answer is not [...]

[Read more →]

“I believe that an over reliance on metrics plague the call center industry at the expense of the customer experience.” (Metrics-Schmetrics « rich mclafferty’s customer experience weblog)
Rich has an interesting point. Although I only partially agree, the fact is that metrics alone is not the way to measure your call center. Measure your center by [...]

[Read more →]