Contact Center Process Improvement: Taking Control of the Game
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Overview: Applying performance management concepts and applications, todays leading contact centers are taking control of the game and managing their operations more efficiently and effectively. Leading contact centers are linking statistics and best practices in similar ways to better manage their own operations. Contact center managers are asking themselves key questions: How can the organization benefit from understanding and using statistics more intelligently? What decisions can one standardize to help scale the operation and make it more efficient? And, how can the organization work together more efficiently as a team? Fundamentally, this is performance management - driving behavior change in organizations through the use of data.