The Contact Center Costs You Can Control vs. the KPIs that Control You

Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned about on a daily basis?

When we talk about “profitability” in the contact center, the first consideration is revenue, which can be defined many ways depending on your business.

In-house contact centers revolve around customer revenue, for example, where outsourcers focus on metrics like calls per hour, minutes per call, or whatever was negotiated in the contract as “revenue.”

Once revenue has been defined, the second factor in profitability is expense, which generally falls into three categories. The largest category is direct expense, […]

Mark Your Spot: Does Customer Experience Benchmarking Tell Us the Right Things?

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience metrics and management initiatives. The parable, titled “Mark the Boat for a Dropped Sword,” […]

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Are You Selling Your Customer Service Team?

Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service experience. Other surveys say we have a 60-70% probability of selling to an existing customer […]

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The One Sure-Fire Way to Create Customer Confidence

You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty. This mistake can be summed up in […]

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Don’t Let Scripts Ruin a Great Customer Experience

Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem.

So why […]

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15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both?

In the last two months, I’ve written about employee effort and employee empowerment. This month, I’m going to tackle employee efficiency.

How is that different from the […]

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Solving BPO Challenges with Intraday Automation

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set of challenges.

Typically, the reason an outsourcer has the business in the first place is because […]

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Home-Based Heroes Need Agent Coaching Love, Too!

It’s hard enough to coach with agents in your center who sit close by, but it can be even more challenging coaching with those farther away.

Many home agents are part of skills monitoring and coaching […]

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Social Customer Service Equals Positive Experiences

I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.

I […]

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