tag:blogger.com,1999:blog-3613898307605851049.post1031436683520963419..comments2023-10-25T00:36:07.843-07:00Comments on It Doesn't Have to Be This Way: Call Center Blog: Can a Focus on Getting Calls Right Have the Far-reaching Benefits that Just-In-Time Had?Dennis Adsithttp://www.blogger.com/profile/00378761440798725219noreply@blogger.comBlogger6125tag:blogger.com,1999:blog-3613898307605851049.post-85024758219201816842013-11-07T09:25:30.988-08:002013-11-07T09:25:30.988-08:00Thanks for your comment and I couldn't agree w...Thanks for your comment and I couldn't agree with you more. It is that consultant/customer interaction that is key and it is not easy to get that right, by any means.<br /><br />But this issue of declaring what correct is and doing everything possible to at least get "correct" correct is important. We have to get the price right. We have to do the right diagnostic steps in the right order. We have to...every single time...remind the customers to remove the software before they return the XBox. Because when we don't there are all kinds of hidden costs that pile up...rework, bad word-of-mouth, repeat calls, fines, legal issues, etc. Call center leaders aren't paying enough attention to this in my view.<br /><br />Thanks for weighing in.<br /><br />dennisDennis Adsithttps://www.blogger.com/profile/00378761440798725219noreply@blogger.comtag:blogger.com,1999:blog-3613898307605851049.post-41443747837488939682013-11-07T08:55:18.018-08:002013-11-07T08:55:18.018-08:00Hi Keith,
thanks for weighing in and, as you know...Hi Keith,<br /><br />thanks for weighing in and, as you know, I agree. I dont' know if you remember publishing this article for us when you worked at Call Center Magazine, but it was all about improvements to the hiring process. http://www.icmi.com/Resources/Articles/2007/March/Take-the-Guesswork-Out-of-Hiring<br /><br />This is a huge lever for call centers that not enough take advantage of.<br /><br />dennisDennis Adsithttps://www.blogger.com/profile/00378761440798725219noreply@blogger.comtag:blogger.com,1999:blog-3613898307605851049.post-38733656648513687872013-11-05T19:53:11.848-08:002013-11-05T19:53:11.848-08:00This is a great thought provoking post.
I think t...This is a great thought provoking post.<br /><br />I think the challenge of contact center management is the ability to deliver information and outcomes effectively and efficiently. Misinformation and repeat calls, Handling time (to an extent), rework and complaints are all key indicators of how well we do that. <br /><br />While I accept that technology can help with this if it was the primary solution then we wouldn't need contact centers. <br /><br />I believe that technology that assists a contact centre consultant, whether it is intelligent routing, Predictive information systems or agent-assisted automation is critical but at the end of the day it is the Customer and Consultant that needs to be central and considered first. Understanding our Customers and ensuring we have the right approach, and consultants to interact and support those Customers needs should come first, and this is the real challenge of contact centre Management. <br /><br />Once we've got that right then let's absolutely look at the right technology to make that more effective, efficient, and Customer and staff friendly.<br /><br />The aspiration of a contact center with no waste (rework, non value adding repeat calls, appropriate AHT, Appropriate occupancy and GOS and with staff and Customer's who are happy with their part in the process is a great one, and one we should all focus on.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-3613898307605851049.post-25219875396364515222013-11-05T08:58:31.785-08:002013-11-05T08:58:31.785-08:00Another aspect to this that's often overlooked...Another aspect to this that's often overlooked is the ability to automate the hiring pipeline to streamline the flow of better qualified agents into the center, and create a sort of "just in time" pool of available talent. Very few centers I've seen have fully taken advantage of this. <br /><br />If you're going to go to the lengths you suggest to engineer "correctness" in call handling, it might make sense to ensure that the agents who handle the volume are well suited to the task. Keith Dawsonhttps://www.blogger.com/profile/12024662974023464979noreply@blogger.comtag:blogger.com,1999:blog-3613898307605851049.post-82231125365917764232013-09-23T13:28:43.709-07:002013-09-23T13:28:43.709-07:00Hi Ms Roody,
I appreciate your response, but I re...Hi Ms Roody,<br /><br />I appreciate your response, but I respectfully disagree. We have to make it easier for our agents to get the calls right every time, not wait around for seeds to blossom. <br /><br />dennisDennis Adsithttps://www.blogger.com/profile/00378761440798725219noreply@blogger.comtag:blogger.com,1999:blog-3613898307605851049.post-54413130016992011662012-06-07T14:25:44.152-07:002012-06-07T14:25:44.152-07:00In accordance to number eight: Mistakes are meant ...In accordance to number eight: Mistakes are meant for learning; and for because of this, they have to learn from it. As a leader, you have to strategize your way on how to enhance your team's skills instead of raising the white flag on your employees who continuously make mistakes in different tasks. I know sometimes, you'll be at wits end, and it feels like you're about to lose it. One has to understand that, in order to produce the best employees, patience is a must. After all, it takes time for a seed to grow and blossom its flowers.<br /><br /><a href="http://www.teledirect.com/" rel="nofollow">Sonia Roody</a>Soniahttps://www.blogger.com/profile/04565916641817963348noreply@blogger.com