Contact centers are demanding places. It takes tenacity to implement and manage a complicated array of outbound marketing campaigns and inbound service and support programs that consistently surpass team KPIs. It takes focus and determination to hire, nurture and retain a workforce of agents and supervisors that may be geographically dispersed and increasingly work from home offices. It requires a firm hand on the wheel to implement processes for maintaining quality standards, correcting errors and achieving high CSAT and Net Promoter scores. And it requires that you juggle these demands while developing plans for how to adopt new and innovative technologies that can help streamline operations.

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