Date Published: May 29, 2019 - Last Updated 3 Years, 86 Days, 1 Hour, 23 Minutes ago
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.
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.