Call center management
Call center management
Call center management is an increasingly important skill as the use of call centers becomes a popular method of centralizing information services, streamlining order taking and providing valuable customer support. The skills required to successfully set-up and manage a call center encompass everything from staff recruitment and personnel management, to technical understanding of the options available, and the all-important customer relationship management.
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Customer serving organisations have always faced a demand dilemma. This paper lays out the reasons why contact centre strategy is changing, outlining the benefits of the different solutions out there, and provide practical guidance to how to move to a hosted or virtual model.
In an attempt to determine what factors lead to worker job satisfaction, psychologist Frederick Herzberg conducted a study in which people were asked to describe their most satisfying and dissatisfying experiences on the job and to give the reasons why. They also were asked to describe their levels of performance in the two experiences.
Employee engagement is about creating value and meaning for staff. Companies are beginning to see that the real benefits of creating a climate of engagement with employees can ensure delivery of an excellent service. But how do you engage with employees?
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.
Most contact centers were not built with all the applications you would ever need, ready to scale with you. Rather, the applications were added as needed to respond to changing requirements. Your experience is quite common: less than ideal application integration and a re-creation of the old processes with new technology.
Despite the recession, more and more contact centers are evolving into profit centers for their organization, an annual benchmarking study has found. Dimension Data publishes an annual benchmarking study of contact centers across the globe. The 2009 report, released last week, surveyed 550 contact centers in 36 countries at the beginning of the year.
This Interactive Intelligence white paper serves as a practical guide to measuring customer satisfaction in the contact center. Inside, learn new methods of automation, 10 best practices for interactive voice response (IVR) surveys, and how to use survey data most effectively.
