Category Archives: Process Improvement

Call Center : First Call Resolution

Many clients do not get answers to their questions on their first call, and thus creating unnecessary callbacks. Call center managers are dying to find ways to be able to measure performance as it relates to First Call Resolution. Perhaps … Continue reading

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Call Center Service Level: Choosing the Right Goal

Managing call centers is a constant balancing act. You know how it is. The delicate balance between customer satisfaction, employee satisfaction and shareholder satisfaction is an on-going struggle. Some companies have gone as far as determining that putting their people … Continue reading

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Posted in Customer Service, Process Improvement, Reporting, Workforce Management
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Call Center Service Level Goal : How Low Can You Go?

Successful call centers constantly look for ways to improve every aspect of their business. You focus on the quality, the quantity and the spirit of your service. In other words you know your customers want it good, fast and they … Continue reading

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5 Great Ideas to Foster a Motivated Workforce in a Call Center Environment (Part 5)

IDEA #5 – Process versus People. Process versus People. This simply means to focus primarily on your processes rather than on your employees when it comes to improving results. I am not suggesting ignoring people’s performance but merely switching the … Continue reading

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5 Great Ideas to Foster a Motivated Workforce in a Call Center Environment (Part 4)

IDEA #4 Productivity – can’t live with it, can’t live without it.   When it comes to productivity measurements within a call center environment, we are all but too familiar with the AHT (average handling time) indicator. Basically, it refers … Continue reading

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5 Great Ideas to Foster a Motivated Workforce in a Call Center Environment (Part 3)

“Accountability breeds response-ability.” – Stephen Covey   On the previous blog I covered how to set clear expectations and establish effective historical schedule adherence goals. I will now provide a suggestion on how to create accountability within a historical schedule … Continue reading

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5 Great Ideas to Foster a Motivated Workforce in a Call Center Environment (Part 2)

“Time is on your side.” Jerry Ragovoy   In my previous topic I suggested an emphasis towards Historical Schedule Adherence instead of Real-Time Schedule Adherence. I also suggested how to implement with success by the following three steps. Set clear … Continue reading

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5 Great Ideas to Foster a Motivated Workforce in a Call Center Environment (Part 1)

“If you do what you’ve always done, you’ll get what you’ve always gotten.” Anthony Robbins   Creating a cost efficient and truly motivated workforce in a call center environment is always a challenge. Employees are literally “chained” to their phones … Continue reading

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Necessity Is The Mother Of Invention

“When you don’t know where you are going, any road will take you there.” Charles Lutwidge Dodgson   Most of you have some kind of reporting tool, some tools even work relatively well, but the odds are you are all … Continue reading

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Posted in Customer Service, Performance Management, Process Improvement, Reporting, Workforce Management
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