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Spotlight on Strategy: Join Brad at ICMI Contact Center Connections from October 28-30 in Chicago. He'll be speaking in session 103: "Characteristics of the Best-Managed Contact Centers."
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.
This blog post is part of a series on the 12 Characteristics of the Best-Managed Contact Centers. To learn more, join Brad for session 103 at ICMI Contact Center Connections, October 28-30 in Chicago.
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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