Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Does Social Networking Belong in the Contact Center?

Does your inbox fill with invitations to webinars on social networking? Mine sure does. Everyone seems to be talking about it. Why? Americans spend nearly a quarter of their time online on social networking sites and blogs, up from 15.8 percent just a year ago. (Source: Nielsen) Facebook boasts 500 million users and reportedly is… Read More »

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Best Practices for Call Center Business Process Optimization

Whenever someone mentions process optimization, I always think of Henry Ford and the Model T. Old man Ford figured out that a “well-oiled” assembly line produced superior cars at substantially lower costs than custom-built automobiles. It was a win-win scenario for the company and the customer. The contact center can be a great place to… Read More »

Listen to the “Voice of the Employee”

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 »

Avoid Pitfalls in Call Center Technology Implementation

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 »

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Contact Centers Need Change Management

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 »

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