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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 feel pushed and pulled by one metric or another.

Employees can quickly become disheartened.

For the next few weeks I will share 5 great ideas that will help you to rejuvenate and motivate your employees to deliver their goals effectively and efficiently with a smile on their faces.

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Posted in Customer Service, Performance Management, Process Improvement, Workforce Management
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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 of the same problem: Your business evolves faster than your reports.

For over 20 years, I have witnessed call centers struggle trying to obtain critical insight necessary to guide their decisions.

Invariably, they have been willing to spend hundreds of thousands of dollars to create reports to retrieve the data that might provide them with a sense of direction.

Doubtless, they have cemented the careers of countless IT department heads trying to develop yet another crucial report.

But what makes this so frustrating is that when they finally receive the report they have been waiting for, it no longer quite applies to their current context.

Many companies are nevertheless successful, but they inevitably leave some “cash on the table”, and often that cash represents hundreds of thousands even millions of dollars.

Why?

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