Best Practices for Improving Performance in Your Contact Center

In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term relationships? In this guide, experts share their top 6 best practices for improving contact center performance.

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Unified Communications Guide: The Business Case for Unified Communications in the Contact Center

One of the most important trends these days in unified communications (UC) is extending these capabilities to the contact center. Generally in the past, UC deployments have been focused on employee communications, but contact center agents utilize many UC features and a strong business case can be made for implementing UC in your contact center. This guide addresses the main considerations to support this business case for companies of all sizes. Read More

Improving Profitability through Better Human Capital Management

Human capital costs account for at least half of the variable costs within a company. Yet this cost center is typically managed with less fiscal discipline, fewer business intelligence metrics, and more compromise than the more traditionally valued business aspects such as development and infrastructure.

Human capital management (HCM) needs best practices just like the other aspects of your business—a high turnover increases costs for training and knowledge transfer, while too many disengaged employees means a loss of profits from your bottom line.

This paper looks at how having a single, integrated, and comprehensive talent management solution can help manage all aspects of the employment lifecycle and aid in the management of human capital costs. Included here are case studies of five organizations that have used comprehensive talent management solutions and experienced good results, including increases in sales per employee and higher profits per employee.

The organizations discussed include a large restaurant chain, a restaurant supplier, an automotive services chain, a food retailer, and a bank holding company. Read on for real-life examples of successful human capital cost reduction through best practices brought about by HCM software solutions, such as streamlined processes, higher accuracy, and improved cost and time savings. Read More

Benchmarking Your Quality Maturity: Turning a Cost Center into a Profit Center

To help organizations understand their current state and plan for managing quality, LNS Research covers a quality management research study of more than 1,000 manufacturing organizations to identify best practices in organizational change, business process redesign, and technology evaluation. Read More

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Automating Your Call Center Feedback

Almost everyone has had a bad call center experience—due to long queues, ineffective interactive voice response (IVR) systems, or an agent who doesn’t communicate well. After, the story is told over and over to friends, warning them about doing business with "that company." Are your customers saying this about your local contact center? If so, do you know why? Learn why you should update your customer feedback systems. Read More

Data Center Best Practices: Optimizing Service Infrastructure through OS Portability

Today’s data centers are an increasingly complex mixture of server platforms, hardware, operating systems, data, and applications that have accumulated over time. So how do you take your data center from a tangled mess of suboptimal servers which may be hampering your service levels, to one that can maximize performance? With the use of virtualization technology, data center optimization can become a reality. Read More

Building the Small Contact Center

Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that picture has changed. Encouraged by declining technology costs and changing customer expectations, and pressured by competition, small and midsized companies are investing in key customer service building blocks, such as contact centers. Read More
 
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