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.
Our thoughts and prayers go out to the millions of American families impacted by Hurricane Harvey and Hurricane Irma over the last several weeks. We know that this is just the beginning of the recovery and restoration effort.
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Managing a customer call or service center is a lot about managing the numbers. Both the macro ones – how many calls, how many agents. And the micro ones - how many calls can one agent take on, how many calls can one agent take on happily.
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“You will never reach your destination if you throw stones at every dog that barks.”
“If you know the enemy and know yourself, you need not fear the results of a hundred battles.” – Sun Tzu One of the most effective ways to determine how your contact center’s performance stacks up against other providers in your industry is to benchmark. Many enterprises are satisfied when their contact 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 contact center industry standards.
"A great outsourcer should deliver positive outcomes for your KPIs. But, our experience shows there’s much more to demonstrating proof of outcomes than simply meeting KPIs."