January 2009 Blog Posts (10)

IQPC Call Center Summit- Review

Call Center Summit in Orlando just wrapped up and it was a bit of a disappointment. Attendance was about 150 people (down by about 20% I am told from last year) with 15 or so exhibitors (also down from last year).

The show was O.K. a lot of recycled content and too little original material, but that is normal for most shows. A couple of very good sessions on on 'Maintaining Control in a Virtual Contact Center Environment', by Prem Uppaluru of Transera. The completeness of the… Continue

Added by Colin Taylor on January 29, 2009 at 12:00pm — No Comments

The Shoemakers children...

I had reason to call the Disney resort reservation line yesterday to extend my stay next week at the IQPC Call Center Summit. If it wasn't so sad then the following would have been quite comical...

I called to add one day to my stay to accommodate additional meetings that I had scheduled. The call took more than 3 minutes before it was answered and then the security questions took 3 more minutes. The volume at the start of the call was about a million decibels and by the end I couldn't… Continue

Added by Colin Taylor on January 22, 2009 at 3:19pm — No Comments

The key to customer management success: reinvesting in your core

If you’re a customer management executive and you want to achieve transformational change, you have to plow savings back into infrastructure – people, process and technology.

This means every business case you develop needs to allow for a proper level of investment. As your business grows, strategic reinvestment will have a flywheel effect, building the kind of momentum it takes to support year-over-year double-digit improvement.

Do you know where you’re… Continue

Added by Bryan DiGiorgio on January 21, 2009 at 3:14pm — No Comments

Dell to charge for US based support calls

So Dell believes they have found a solution to the level of dissatisfaction that customers feel when dealing with their offshore contact centers. For just $13/month or $99 a year you can speak with US based support agents with a wait time of two minutes or less. Those customers who do not enrol in the 'Your Tech Team' service will continue to handled by offshore centers. See original article here .

So is this really a solution? Will customers enroll in this new… Continue

Added by Colin Taylor on January 20, 2009 at 10:13am — No Comments

FCR adpotion and utilization

First Call Resolution or FCR as it is known is arguably the most significant and important metric in use in contact centers today. Yet this metric is infrequently used and when employed internal approximations or 'stand-ins' often have to be employed. A recent study completed by at Ascent Group ( of more than 100 companies in 14 industries found that in companies that are measuring FCR only 44% are competing this measurement based on customer feedback, the balance… Continue

Added by Colin Taylor on January 19, 2009 at 4:08pm — 1 Comment

4 Tips for Keeping Goals & Initiatives on Track: Part 1

Goals are essential for taking your personal life and business prosperity to higher levels of performance, satisfaction and success. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any resolution, initiative, program, dashboard, or MBO (management by objectives; incentives or stretch goals):

1. Connected - make sure you’re focusing on things… Continue

Added by Lynn Hunsaker on January 17, 2009 at 11:23am — No Comments

Call center crimes and misdemeanors: The case of the disappearing call agents

A few years ago, over the course of a few quarterly business reviews, I was pushing hard on performance with a specific supplier. I was focused on improving the numbers for first call resolution, and I was especially concerned about the site’s alarmingly high attrition rates – in the 30% range, which is off the charts.

This led to the replacement of the site director as the problems continued. At the next QBR, I probed into what the new site director had found out about the site’s… Continue

Added by Bryan DiGiorgio on January 14, 2009 at 3:47pm — 2 Comments

Poor Performing Call Center? Don't Automatically Blame Your Supplier...

Call center suppliers are easy focal points when performance is off. You can measure and monitor supplier performance using a wide variety metrics, and this makes it easy to see performance problems.

But supplier performance – up or down – doesn’t always indicate cause and effect. In my experience, only about half of all problems are the fault of the supplier. The other half are attributable to client-side issues and often reflect how a company views its customer management or… Continue

Added by Bryan DiGiorgio on January 13, 2009 at 6:59pm — No Comments

Service Level - Getting it Right

I just joined the forum and wanted to add my firm's big push for 2009. I will keep this short, but encourage comments. Our firm does WFM strategic consulting including designing flexible schedules and working with employees to improve morale.

As a focus for 2009, we are working with our clients to get the right service level. Many are still stuck in the world of the 80/20 and have done little to look at customer behavior and expectation. As firms struggle to measure agent performance… Continue

Added by John Frehse on January 9, 2009 at 2:39pm — No Comments

Customer Experience Improvement on a Tight Budget

Great strides in customer experience improvement are attainable with minimal out-of-pocket investment. Most companies have a wealth of untapped resources within. Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. This strengthening better aligns offerings and ways-of-doing-business in ways that matter to customers and are… Continue

Added by Lynn Hunsaker on January 2, 2009 at 2:25pm — No Comments

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