At some point in the lifecycle of most businesses, there’s a decision point regarding how best to deal with the proliferation of customer contacts. In the early stages of growth, most businesses handle calls and emails with an internal staff. As this expands and the cost of adding staff begins to accumulate, many companies realize […]
As the Director of a call center, how many times do you have to get on calls with clients or host tours into your center and you are like “I wish I could spend less time doing the dog and pony shows and more time actually managing my business!” I cannot tell you how many […]
One of the MOST important things you can do in a call center is put together a great leadership team. EVERYTHING depends on that. I have gone into so many call centers that are struggling and without exception, most of the problem was due to a leadership team that was NOT setting clear performance expectations, […]
We have tried 3 call center outsource providers over the past 5 years and none of them did a good job. They were great with their dog and pony show but were wheels off when it came to actually servicing our customers. I’m starting to think the only way our customer service is going to […]
“Sometimes I think there is no way we are ever going to stop losing agents. We’ve tried everything we know of to stem the tide but they leave anyway. We are going to relocate this center if this continues.” (Quote from an actual call center executive) Attrition! There, I said it. Call Center Attrition! Call Center […]
Call center executives all over the world get faced with this question at some point in their career. Doesn’t matter how big their company is or what industry vertical they are in because at some point, every organization is faced with the pressure to do more with less. Reducing expenses in the wake of increasing […]
Call Center Optimization Group
Call Center Optimization Group was developed to aid businesses with their contact center operations. Whether large or small, your contact center is the heartbeat of your company’s customer experience and a critical component to your brand.