Call Center Agents' Behavior Should be Focus -- not Clunky Metrics
Call center managers would do better to scrap that binder stuffed with hundreds of metrics for gauging call center agent performance and instead consider the perspective of the customer. That means treating agents in the same manner as customers: as people and not numbers.
10 Predictions for what the CIO Role will Look Like in 2020
What will the job of CIO be like in the year 2020? In many ways, the answer is already clear: The IT leader will still be the nucleus of any company, working closely with business executives and strategizing about future technology directions, leading a staff of highly trained professionals and championing streamlined technical operations. At the same time, we also know that technology will change dramatically.
Learn how companies from PepsiCo Inc. to Royal Caribbean Cruises Ltd. are adopting tablets, digital signs, touch-screen kiosks and mobile applications to help customers interact with products before buying and capture part of the estimated 85 percent of purchases that will be influenced by some sort of digital experience in 2015.
Some organizations will excite you. They'll stimulate your success and growth. Others will be stressful. They may lead you to quit before you've accomplished much or learned what you hoped to. With the pressure (or excitement) of finding a new job, it's all too easy to pursue a job opportunity or to accept an offer with only a hazy view of how the institution really operates. The path to an institution you'll like is to investigate the culture you're thinking of joining before you accept the position.
All customers want is for you to quickly and effectively “know me," "help me" and make sure you "remember me.” While this sounds simple, we all know that managing this capability within a contact center in a cost-effective manner presents a significant challenge. However, by applying the following three tactics you can transform your call center from a cost center into a profit center, without sacrificing a quality customer experience.