Published: September 20, 2019 | Comments
Far too many contact centers are operating under the auspices of, "OK, here are the resources we're willing to give you, and here's what we want you to achieve..." That is the proverbial cart before the horse. Consider an analogy. Airlines couldn't possibly operate a flight without a tangible connection between the results they want to achieve and the sup- porting resources they need. They start with an objective — fly 300 people from Washington to London. The objective is not a wishful goal, but is a specific predetermined outcome supported by carefully calculated resources. Similarly, the best contact centers first decide on the objectives they want to achieve. They then allocate the resources necessary to support those objectives, through informed calculations and disciplined planning.