Apr 01, 2010
While top management in organizations says that it has taken to heart the value of the contact center, many contact center leaders report that there’s still a disconnect between the center and executive leadership. Here’s how you can bridge that gap.
What Senior Managers Need to Understand about Call Centers, Reporting Call Center Activity to Senior Management, Clarifying complex/misleading information, Putting key information in a user-friendly format
Jul 31, 2008
Five common characteristics can be found in successful, evolving contact centers around the world.
Agent Satisfaction/Engagement, Agent engagement measurement, Employee satisfaction measurement, Customer Satisfaction Measurment/Management
Jul 02, 2008
A global report reveals that a significant gap exists between what C-level execs promise and what customer service organizations deliver.
Cost Performance, Customer Satisfaction Measurment/Management, Metrics/Performance Measurement, Strategic Value
May 30, 2008
No call center is an island - at least, it shouldn't be. Most of us remember a time when the majority of centers functioned primarily in a silo, working in isolation from marketing, IT, R&D, finance and even senior management.
Strategic Value, The Call Center's Contribution to Key Business Units, Contributions to Financial, Contributions to HR/Training