Call/Contact Center Management, The essential Guide

You have a purpose as a Leader in a Call Center, do you know what it is?

It is vital you know who you Stakeholders are.

It is vital you have your own code and honor it.

There is a difference between being a good Leader and being a good Manager, which are you?

Which channels are you in today and do they make sense for your team?

Selecting the right hours for each channel is important.

Once the channels are defined, next you must decide on the hours of availability for each channel.

Each channel needs it to have the proper technology to work properly.

Your customer will usually tell you what you need to know, are you listening?

Issue to channel mapping is a key to a successful customer experience.

Make sure whatever channels you choose, you can execute well.

Not everything must be available at all times, be effective.

It is up to you which channel will most effective for your customer.

Choosing the channel is important, staffing it may be more important.

Quick recap.

You have to set your goals to reach your goals.

There is a difference between response and auto response time, learn which is which.

Maintaining service levels ensures a good customer experience.

There are different ways to approach scheduling, skills based routing is one of those options.

Your routing schema will take some time to set up but will save you time in the long run.

Here are few things to remember. 

Having the right technology will create and better employee and customer experience.

Learn more about ACD (Automatic Call Distributor)

Learn more about IVR (Interactive Voice Response)

Learn more about WFM (Work Force Management)

Quality Management matters.

Having an experience management system is key to your success.

You relationship with your customers matter, be sure you are tracking it.

Yes they still exist, especially for certain industries.

If you are an outbound center, you need to know about Dailers.

Make sure your knowledge is compiled in one area and easy to access.

Utilize your social tools.

More and more people prefer to email than call, you have to plan your response.

How you respond to comments and inquiries on social media matters.

Implement artificial intelligence when it makes sense.

Your technology stack is personal, make sure it fits for you.

KPIs are great indicators.

Your dashboard matters, make sure it has what you need.

Whatever you do, make sure your scorecard provides actionable information.

You can't fit a square peg in a round hole.

Brick and mortar or Work from home, which is better for you?

You cannot accomplish your mission if you don't understand it.

To gain control, you must give up control.

There is a difference between Leadership and Management.