­
Dr. David Butler

About Dr. David Butler

Director of the Contact Center Lab at the University of Southern Mississippi and executive director of the National Association of Call Centers. Butler also wrote the book Bottom-Line Call Center Management, which addresses key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal.

Why ROI? By the Numbers Accountability

Most companies measure their success on a quarterly basis from the amount of revenue produced subtracting out costs. This yields profit and the higher the profit the happier investors are and the more secure the jobs of the senior people in the company. This same type of measurement is used within companies to determine how [...]

By |April 12th, 2012|Best Practices / Metrics|

Getting a Positive Company Culture: Learn How to Increase the Value of Your Human Capital

Most western nations are highly advanced industrially and technologically. With industrialization of these countries came mass production and the assembly line. The assembly line replaced the cottage industry where one person would complete an item from beginning to end within his shop. Now with the assembly line on person knows only a part of the [...]

By |March 23rd, 2012|Corporate Culture|

Super Supervisors: Tips for Choosing a Call Center Manager

A common statement I have heard for the past 20 years is “Why do companies promote the best engineers into management positions when they have no experience in managing people?” If you replace the word “engineer” with any other professional position the same argument can be made. Should the person who manages a call center, [...]

By |March 4th, 2012|Corporate Culture|

The Benefits and Barriers to ROI implementation

In a previous blog post, I outlined the four basic steps to begin to implement a return on investment (ROI) calculation within your call center. To reiterate, the steps are learn how to measure, collect the data, run a ROI and share the findings. The key challenge is in running an ROI on a call [...]

By |February 10th, 2012|Best Practices / Metrics|

A Call Center’s Pathway to Achieving High-Performance Standards

As a call center expert, researcher and academic a common question I receive (probably two or more times per week) is “What are the correct metrics to use my call center?” My answer to each person asking these questions is the same, “What are the goals of your call center?” and “Do you hire the [...]

By |January 27th, 2012|Corporate Culture|

Using a SWOT Analysis to Understand Where You Are Today

Before a call center creates a strategic plan, mission or vision, one of the first activities should be to conduct a Strengths-Weakness-Opportunities-Threats (SWOT) analysis. This activity requires all persons involved to be honest with themselves since areas of vulnerability will be discussed openly so that the organization is stronger in the future. Often, a SWOT [...]

By |January 6th, 2012|Best Practices / Metrics|

Learning to Focus on Employees – A Call Center’s Best Asset

Let me tell you a story of two call centers. Both have similar operations, both similar employees and both serve the same basic customer operation. Call center A manager was a traditionalist. He focused on the basic metrics, average handle time (AHT), time in queue, customer satisfaction and the rest. He was never satisfied with [...]

By |December 22nd, 2011|Best Practices / Metrics|

Employees Come First: How Attitude Can Impact how an Organization Recruits and Retains Its Employees

The old adage of “The customer comes first” or “The customer is always right” comes from the belief that if customers do not come first then the customers will stop buying your product or service eventually sending the business into bankruptcy. Let’s take a look at this philosophy more closely and in particular what it [...]

By |December 7th, 2011|Best Practices / Metrics|

A Little Communication When It’s Not Required Goes a Long Way

All of the experts say that the cornerstone of a long and successful marriage is communication between the partners. This is also true in a business organization. I will share with you a few best practices I have found within successful call centers I have researched over the past 15 years. One of the cornerstones [...]

By |November 28th, 2011|Training / Coaching|

Employee Buy-in is Critical to Driving New Technology Adoption

Technology is a great and wonderful thing. The best thing about technology is that it frees up humans to do other things, ideally more creative and interesting rather than mundane and boring. Thanks to the tractor and factories we do not have to grow our own food or make our own goods. Instead we can [...]

By |November 7th, 2011|Innovation|