Stop Focusing on the Wrong Thing in Your Customer Service Call Center
Posted by Jody Pellerin on Wed, Mar 02, 2011 @ 06:28 PM
Customer Relationship Metrics has another corker of a blog post about how much of the problem (80%) the environment is for many call centers. It isn't the customer service agent, it's the company they work for.
Be sure to look carefully at the excellent graphic.
Stop Focusing on the Wrong Thing in Your Call Center
Carmit rightly points out that, over time, our processes age and may not be as relevent, if they ever were. Maybe your technology doesn't play well together. Whatever you are doing, you need to look at it deeply and critically so you know where the roadblocks to a profitable call center are and remove them.
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