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tools & techniques
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Do your people understand the
company goals? Do they participate in establishing those goals?........more >> |
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| What is your productivity factor? Do you know the gap between where you are and where you need to be?..........more >> |
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| Do you know you're customer base and who is contributing to your bottom line? When you talk yo customers, do you really listen and close the loop?....................more >> |
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| Are you investing operating and capital dollars to increase customer value? Is your technology user-friendly; are your processes driven by a zero fault strategy?...........more>> |
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Contact Center effectiveness relies heavily upon the integration of the three drivers of service success: people, technology, and process. The first element addressed, and generally the most difficult, is the people component. This is accomplished through instituting "full circle" recruiting and hiring which is followed by establishing an employee growth model. Technology is viewed as a means to competitive advantage through the consolidation of information contained in distributed customer service operations. The service delivery process involves integrating the people and technology through carefully designed processes that simplify decision-making and utilize a target cost parameter for all service interactions. Preparing an organization, including performance level supervision, to elevate service effectiveness, is accomplished through materials as well as world class project management.
