Here’s a well-known rule of thumb in the customer contact sector: 70% of the cost of the customer contact operation is spent on staff. That’s also a rather accurate indication of how customer contact managers spend their time. You’d expect managers to largely commit to supporting and coaching employees in the best possible way. But …
How real time information provision contributes to 10% margin improvement Read More »
In the customer contact world, hybrid working increases the appeal of the job and the flexibility of the customer contact department: a lack of commuting time creates availability and the planner can apply split shifts. That makes it possible to scale up and down faster, and employers can tap into a larger labor market because …
Hybrid working: real time information provision is the main factor for success Read More »
Problem More and more call centers struggle with a shortage of staff. They resemble a solid ship whose crew of well-meaning sailors is too small. Sometimes these sailors aren’t sure what course to sail. They lack real-time or complete data. As a result, the sailors lose their confidence in the organization. And sometimes they don’t …
Problem Sometimes the buzz of everyday life makes it difficult for call center employees to have a helicopter view of the entire operation. Even at the most well-organized centers, it’s a problem. Often, the roadblock is a lack of real-time, topical information, which forces people to get data from various interfaces. As a result, it’s …
