Strategic Call Center Consulting Surveys

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Contact Center Best Practices

Strategy, business processes, organization, reporting and metrics, technology, facilities

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Performance Management (a.k.a., Performance Optimization)

Strategy, workforce management, quality, training, analytics, technology

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Workforce Management

Organizational strategy, forecasting, scheduling, real-time management, reporting & analytics, technology

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Peak Season Coverage

Strategy, organizational readiness, personnel management, technology use & optimization

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Quality Monitoring

Strategy, recording, monitoring and scoring, feedback and coaching, calibration, reporting, continuous improvement

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Voice of the Customer

Strategy, level of effort, feedback and coaching, calibration, continuous improvement

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Work From Home

Strategy, personnel selection, personnel management, technology

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Technology Support and Management

Strategy, technology design and support, technology management, sample list of support processes

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Technology Monitoring and Testing

Monitoring and health checks, testing, test environment, testing progression

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Credit Union Contact Center Benchmark Survey

Strategic Contact conducted this benchmarking survey to help credit union contact centers improve their member service and respond to growing competition.

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Credit Union Resiliency Survey

This survey explores how credit union contact centers have responded to the coronavirus pandemic and the changes that they've experienced with their operations.

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Credit Union Technology Survey

This excerpt from the comprehensive Credit Union Contact Center Benchmark Survey focuses on contact center technology strategy, sourcing, usage, performance and analytics tools, core banking systems, and fraud and authentication.

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Credit Union Operations Survey

This excerpt from the comprehensive Credit Union Contact Center Benchmark Survey focuses on contact center organization and staffing, channels and member access, QM and WFM, employee training and development, and knowledge management.

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The Future of the Contact Center

This survey surfaces perspectives on how technology will affect frontline staffing and fulfillment of contact center goals. It also reveals the Top 3 technologies in the investment pipeline and the future of AI.

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Contact Center Technology

This survey explores investment drivers, decision criteria, implementation hurdles, and support concerns for contact center technology.

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Resource & Vendor Lists