For too long, contact center leaders have been trying to operate their business with one arm tied behind their backs. That’s because unlike other lines of business, contact centers have been unable to continuously value the cost and financial efficiency of performance in a way that is actionable, trusted by everyone, and manageable. It’s the root cause of most contact center issues.
In a recent conversation with CCNG, I discussed this exact challenge and how contact center leaders can precisely value the cost and financial efficiency of performance across all contact channels and teams. By using this approach, contact centers can avoid being outsourced, eliminate overspending, have low turnover, highest scores, and significant measurable agent engagement.
View my talk with CCNG entitled “The Cure for Contact Center Frustration” HERE
Robert Bradshaw is Founder & Head Of Business Development with Got/IT Software, LLC, and an active CCNG member partner.
