The GCS Blog
Helpful information on Contact Centers, Customer Service and People Skills
Contact Center Consulting | Performance | soft skills training
First, a short language lesson - the word ‘monotone’ which means a continuous, droning, and unchanging tone comes from the Greek word monotonia – meaning "one tone". That word is also the root from which we get the word ‘monotonous’ - meaning dull and tedious. And that’s no coincidence.
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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.”
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Call Center Tips | Contact Center Vendors | Inside a Contact Center | Performance | call center consulting
“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.
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Contact Center Consulting | Contact Center Vendors | Inside a Contact Center | Performance
How a 10-Point Improvement Tool Can Reshape Your Contact Center
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Call Center Optimization Forum | Call Center Tips | Contact Center Consulting | Contact Center Vendors | Performance
"Overseeing a complex internal “rip and replace” of a contact center can drain human and financial resources while risking failure."
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