A recent survey performed by the Society of Workforce Planning Professionals (www.SWPP.org) asked various questions related to setting service goals. Some of the more surprising results of that study showed that: A large percentage of centers base their service goal on an “industry standard.” … [Read more...]
Are Remote Agents in Your Staffing Future?
One of the most critical steps in making and receiving customer calls is deciding not just how many staff will be needed, but what type of staffing solution will be used. Since about three-fourths of call center costs are related to labor costs, this decision is fundamental to the operation of the … [Read more...]
From Service to Sales: Preparing your Phone Reps for Selling Success
In a catalog call center we visited recently, the phone reps were being asked to up-sell one of the company’s new products at the end of the order-taking process. Rachel, one of the newest reps in the center, was regularly offering the product on every single call, and enjoying a pretty good … [Read more...]
Building an Intuitive Enterprise – Adaptive Marketing
A New Kind of Business Model There’s certainly nothing new about focusing on the customer experience to differentiate a business. Over the past decades, brands have rocketed to iconic status by doing just that. Think Starbucks, Neiman Marcus, Southwest Airlines. Customers buy based on their personal … [Read more...]
