Each year, we at GCS speak with many companies in the United States (and beyond) looking to improve their outsourced contact center results by switching from their current call center partner. And because most procurement professionals want to make sure they are doing their due diligence in speaking with the best of the crowded field of outsource call centers, they often ask us who are some of the other contractors and competitors we have in this space.
People often confuse goals & objectives. But both are needed in business and personal endeavors in order to grow and be successful. With call center agents as the point of impact with your customers, it is important to set goals and objectives to help your team reach the call center KPIs you are tracking. In order to achieve these KPIs and help your team be successful, you must: understand the difference between goals & objectives the best ways to use them and how to start setting S.M.A.R.T. goals
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We all occasionally practice these 9 traits of leaders. Engaging, successful leaders in call center management and most industries practice them frequently and on purpose.
Businesses are always looking for the competitive edge. After all, in order to keep your customer base it is important to keep your product or service updated. As rapidly as technology can change, it’s imperative to also stay on top of industry trends, pushing your business to the forefront.
One of the most effective ways to determine how your call center’s performance stacks up against other providers in your industry is to track call center KPIs. Many enterprises are satisfied when their call center meets goals that are set internally, and that works to a point. But, the picture can get less than rosy when goals achieved in a vacuum are compared to companies who benchmark against call center industry standards.
So, you’ve completed the process of determining you need a new contact center, and have the buy-in from upper management to proceed with the project. Now it is time to select a vendor to help you get there, but selecting the right one is an important decision not to be taken lightly since they are an extension of your brand. How do you find a capable partner who will keep your long-term goals in mind? After you do your initial vendor research, one of the first steps in the selection process is typically to issue a request for proposal or Contact Center RFP.