Category Archives: Business Process Optimization

In reviewing Contact Babel’s recent US Contact Center Decision Maker’s Guide (4th Edition – 2010/11), I noticed several interesting findings about contact center business processes: 56% use agents (not technology) to authenticate callers   60% access 3 or more applications … Continue reading →

In the people, process, and technology triumvirate of customer service operations, it’s all too rare to find someone who’s in charge of call center process optimization. Yet a process specialist can have a big impact on both the customer experience and call center … Continue reading →

Whenever someone mentions process optimization, I always think of Henry Ford and the Model T. Old man Ford figured out that a “well-oiled” assembly line produced superior cars at substantially lower costs than custom-built automobiles. It was a win-win scenario … Continue reading →