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Effective planning is a central theme in the best contact centers. A major objective of proper planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things.
But systematic planning accomplishes more than that. It also improves communication and culture in the following ways:
Largely due to effective planning, great contact centers work so well that they are almost transparent. The teams concentrate on delivering the organization’s services and on building the organization’s value and brand — not on running the contact center per se. The center just works. As a result, higher levels of value are possible.
Excerpt from Call Center Management on Fast Forward, Brad Cleveland.
This blog post is part of a series on the 12 Characteristics of the Best Managed Contact Centers. Read parts one, two, three, and four.
Brad is an author, speaker and consultant and his clients have included many of today’s service leaders – American Express, Apple, USAA, Google and others. He has worked across 45 states and in 60 countries, and has advised governments in the United States, Australia, and Canada. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His book, Call Center Management on Fast Forward, is recipient of an Amazon.com best-selling award. Contact info: www.bradcleveland.com
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