Maintaining and enhancing the customer service can
be overlooked in the rush to manage the cost of the contact centre, especially
in the current, uncertain times. Managers must organize the data sensibly to
make effective real time decisions that keep the operations running smoothly,
maintain productivity and ensure customer satisfaction.
The contact center is a major contributor to
enterprise high performance, In the high performance
contact center the goals
are deeper and more result oriented.CCP contact center software basically
predict the volume of calls and allocate the optimum workforce to meet projected
workload. Maintaining optimum employees is crucial for any organization.
High
performance in the contact organization requires a commitment to result at
three levels namely:
Business
Operation: High – performance contact centers must be
equipped to overcome the challenges with multiple sites that may include
outsourcing partners and home based agents as well as
the diverse nature of
multiple channels of contact.
Employee:
Agents
must be given transparent and clear goals and be empowered with tools and
dashboards that ensure that they know goals and their progress toward meeting
and exceeding them.
Enterprise:
It is incumbent on both the contact
organization and the rest of the enterprise to ensure that sales marketing
product development and fulfillment can learn share and benefit from each other
experience.
The need for strong links between agents, contact
center and enterprise performance is clear when one consider the full impact
and implications of the everyday business of the contact center.
No comments:
Post a Comment
Thank you.