As we observe contact handling in centers of all sizes, shapes and locations, we hear the frustration with all the disconnected and manual tasks – during the contact or wrap-up, and when work flows from the center to other parts of the organization. Few have made progress integrating desktop applications, automating processes, or tracking work… Read More »
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 with each call 70% require agents to log into all applications separately 60% launch back office… Read More »
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 performance. Process analysts work closely with front-line personnel, reporting and analytics analysts, quality monitoring and… Read More »
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 for the company and the customer. The contact center can be a great place to… Read More »