In these challenging economic times, call center managers are under intense pressure to keep their centers running efficiently while at the same time providing excellent customer service.
It’s been well-established that software and systems help call center managers achieve this goal. Workforce management software, in particular, is now being viewed as essential to effective call center management.
Offered on a hosted or on-premises basis, these systems not only help call center managers ensure that agents are properly adhering to the schedule, they also ensure, through their forecasting capabilities, that the right number of agents are on hand to field incoming contacts.
Paradoxically, companies are now starting to cut back on IT investments -- which in some cases can limit the efficacy of call center manager. Many of these companies fail to see that by upgrading their systems, they can reduce operating costs and achieve ROI while at the same time improving service levels.
Read More Article...
Thursday, April 9, 2009
Four More Tips to Improve Call Center Management
Subscribe to:
Post Comments (Atom)
Useful Resources:
Call Center Outsourcing
Outsourcing Services
No comments:
Post a Comment