Call center professionals spend a healthy chunk of their time pouring over the daily, weekly, and monthly stacks of management reports to discern what’s going right – or wrong – with their centers. Many overlook one of the most valuable sources of information – the “Voice of the Employee.” The call center front line has… Read More »
Call center technology selection and implementation can be a painstaking affair. Defining requirements. Developing a Request for Proposal (RFP). Entertaining the vendors and sifting through all of the responses. Gaining buy-in from all the decision makers. Negotiating contacts. Developing and executing installation, testing, and production plans. If we spend so much time preparing for the… Read More »
Most companies manage projects by checking boxes on a project plan. They declare victory when the new system is in production, process changes are implemented, or the organization charts are redrawn. While it’s all fine and well to celebrate milestones, they ought to save the ticker tape parade for a time when their projects demonstrate… Read More »