You gain and you lose customers everyday. The sad unfortunate fact is the latter seems to be a more common experience for most organizations resulting in unnecessary dollars spent on gaining new ones. Has your organization seriously focused on why you are losing customers? Or a better question to ask is WHO is causing you to [...]
Contact Center forecasting and scheduling ranks as one of the most misunderstood disciplines in the Contact Center industry. I have observed operations in utter chaos and in the worst case scenario, grind to a halt from under or over utilization of the staff and attrition rates. This article will attempt to clarify proper approaches and the [...]
The transformation of a contact center from beast to beauty hinges on the original reason for setting up a contact center. Concentration of resources and perspective of performance has to be directed in two areas, Quantity and Quality. In the contact center industry, technology and methodology are abundant and most operations will already have their respective [...]
Your primary reason for setting up a contact center is to provide a conduit for you to have more personal contact with your customers. An expected service from your customers in the whole spectrum of industries; whichever you may belong to. The beauty of it is your customers can request and receive service at the touch [...]
Over the years of being involved in the Contact Center industry I have discovered Contact Center managers and operators are commonly in the dark about the very technology they rely on so critically to meet service levels. The reliance on their respective IT departments, vendors and resident “technical gurus” to advice on this crucial area of [...]
Contact Center managers are constantly focused on matrices and it is this very same practice of scrutinizing the details of performance that inevitably causes one to lose sight of the business aspects of the operation. Our budget and overhead for operations are escalating, yet the annual budget allocations from senior management do not correspond with the [...]
By Ken Ng The typical Contact Center is ridden by daily challenges; service levels, call accuracy, service quality etc, etc. But by far the most challenging currently is the mystery of adherence compliance or simply called absenteeism. By you reading this article, I’m assuming you are a Contact Center professional either in a managerial position wanting [...]
The great Brain Drain some countries are facing has seen much coverage in the mainstream media of late and is close to being reported to exhaustion. This “Brain Drain” phenomenon according to Wikipedia (http://en.wikipedia.org) is “…emigration of trained and talented individuals (“human capital”) for other nations or jurisdictions, due to conflict, lack of opportunity and/or health [...]
By Ken Ng, March 2006 Today marks the 2 year anniversary of when I first donned the headset and resigned myself to a life as a contact center agent. It’s been an eventful 2 years, I’ve seen countless agents, close friends, move on; some to other contact centers, others just unable to take the charade of [...]