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Author Archives: Gilles Beaulac, Co-Founder, CEO

Call Center: A Simple Idea To Enhance Customers’ Experience

The Oxford dictionary defines customer as follows: “a person who buys goods or services from a shop or business”. By that definition we all have been customers – a fact we often forget when we are on the other side … Continue reading

Posted in Customer Service, Process Improvement
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Call Center Service Goal: Achieving 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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Improving 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

Posted in Customer Service, Process Improvement, Reporting, Workforce Management
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Optimum Call Center Service Level Goals: 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 Ideas to Foster a Motivated Call Center Workforce, 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 Ideas to Foster a Motivated Call Center Workforce, 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 to … Continue reading

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5 Ideas to Foster a Motivated Call Center Workforce, 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 adherence … Continue reading

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5 Ideas to Foster a Motivated Call Center Workforce, 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 expectations. … Continue reading

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5 Ideas to Foster a Motivated Call Center Workforce, 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 and … Continue reading

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Call Center Improvement: Necessity, 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 victims … Continue reading

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