In an earlier blog, I talked about the challenges faced by call centers in the mid-1970s and how technology has changed the game.
My very first call center back in 1973 started with a PBX (Private Branch Exchange). Customers called in and were passed around until an agent became available. Or, if all incoming lines are busy, customers would get a busy signal and have to call back.
Scheduling was fairly straightforward and done manually on a piece of paper.
Automatic Call Distributors brought some science to how calls were distributed. For example, which number customers used to call in would determine their […]
There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it’s to buy a product, to get an issue […]
As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that when frontline employees are satisfied and can operate at peak efficiency, things like productivity, performance and […]
During the focus groups I’ve facilitated for clients, one of the common questions that customers ask is, “Why doesn’t (company) want to me to talk to their representatives?” Further probing and discussion uncovers reasons why […]
Wikipedia says Big Data is a collection of data so large and complex it becomes difficult to process…. However, many companies embrace a different concept of Big Data. While the collection of data is broad, […]
About two weeks ago, I was in a contact center with 250 agents. This center is one of six large centers on a team and is experiencing some significant operational challenges.
First, customer demand in this […]
“Treat employees better than customers.”
What? Isn’t that sacrilegious? There’s a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee?