MARCH 13, 2017
Forecasting is great for staffing days, months, even years in advance. But you’re staffing to forecast when forecasting numbers don’t really apply the one part of the day that impacts your metrics the most: the first hour of the morning.
MARCH 6, 2017
I once worked for a BPO with a Fortune 500 company as its main source of revenue. We worked closely with this client to make sure their needs were met, that we outhustled the other service partners, and that we would remain their BPO of choice for years to come. We were good, and they rewarded us accordingly. The client showered us with bonus revenue when we succeeded, and we championed virtually all of our numbers every month. All but one, that is.
February 27, 2017
The driving force of call centers will likely never change. This particular summit predictably began and ended with the same aggressive order: Get your numbers up. It didn't matter that five of the seven attending sites posted sales conversion rates that exceeded expectations. It didn't matter that three of those sites hit record lows for After Call Work. It didn't matter that all seven sites found the most profitable sweet spot in Average Handle Time.
February 20, 2017
Mark Twain famously coined that “A lie will go ‘round the world while truth is pulling its boots on.” So, too, can be said of customer service in the 21st Century. In a 1987 survey, ninety percent of dissatisfied customers proclaimed they would not return. Of those customers, seventy percent told at least nine other people about their experience, and thirteen percent told more than twenty people. Word of mouth was judged to be a “critical factor” in determining future revenues.
Then came the Internet.
During a convention break last winter, I listened as two Director-level competitors chatted about return customers. They both hashed out different strategies, talked about follow-up surveys, and boasted about their multi-item purchases. After a few minutes...
Think about all of the zombie movies, both past and present. Are there any similarities between the zombies in those settings and your call center? The zombies huddle together, walk aimlessly without a goal, and are literally emotionless until provoked. Then, disaster strikes...
New case study highlights how ClearView's revolutionary workforce performance optimization solution helped Direct Interactions deliver real-time, custom data to every employee on the floor and automate managerial activities.