tag:blogger.com,1999:blog-3613898307605851049.post1781515645784036602..comments2023-10-25T00:36:07.843-07:00Comments on It Doesn't Have to Be This Way: Call Center Blog: The Two Widely Held and Deeply Flawed Mental Models Perpetuating Call Center MediocrityDennis Adsithttp://www.blogger.com/profile/00378761440798725219noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-3613898307605851049.post-24495268347365925662013-11-07T09:33:47.125-08:002013-11-07T09:33:47.125-08:00Hi David,
Absolutely...as long as by top and bott...Hi David,<br /><br />Absolutely...as long as by top and bottom, you mean statistically different. Too often i feel call center leaders arbitrarily decide to reward the "top 10%" or up-or-out the bottom 25%. I would prefer to find those agents that statistically stand out. You can read more here: http://ifyouwanttoscream.blogspot.com/2013/09/call-center-coaching-remains-labor-in.html<br /><br />thanks for weighing in.<br /><br />dennisDennis Adsithttps://www.blogger.com/profile/00378761440798725219noreply@blogger.comtag:blogger.com,1999:blog-3613898307605851049.post-88761589427980480662013-11-05T20:15:32.525-08:002013-11-05T20:15:32.525-08:00I agree that much of call center management 'i...I agree that much of call center management 'improvement' is just tweaking and makes no real productively or cost improvement while increasing consult frustration. In addition to the points you have suggested I'm also a big fan on focussing on the bottom and top groupings.....the top to identify best practice and the bottom to standardise and move up, or out.Anonymousnoreply@blogger.com