Optimizing The Outbound Call Center

outbound call center

We all probably inherently know that an outbound call center — one typically focused on sales — is not usually going to be a stellar place to work. It’s all about numbers, and stress, and KPIs, and carrots and sticks. Buzzfeed, which doesn’t wade into the world of work that often, even has an article […]

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The Secret Places That Your Call Center Turnover Costs Are Hiding

Thursday, April 20, 2017 Employee Turnover, Costs and Measurement

call center turnover

Let me guess. You think your call center turnover costs are not that bad. You walk around your call center every day going, “3k per person that walks out the door? Could be worse. It’s not really killing our bottom line.” Well, it is. The number most call center executives use is a figure based […]

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Since When Did Call Centers Drive Revenue Growth?

Wednesday, April 19, 2017 Employee Engagement, Costs and Measurement

revenue growth

Weird business time we live in, to some extent: if you have revenue growth (or user base growth) but you lose money, you can still be a darling of investors. The examples are everywhere: Amazon essentially wasn’t profitable for 20 years. Wall Street still loved it. Uber lost about $1.2 billion in the first half […]

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Designed To Fail: Organizational Structure Torpedoes Successful Customer Experience

Tuesday, April 18, 2017 Costs and Measurement, Customer Experience

successful customer experience

Given that successful customer experience is a key driver of who succeeds in the marketplace, almost every corporation is designed to fail. The problem looks like this: Your employees drive a great deal of successful customer experience. And this is especially true of the employees who interact with your customers, particularly those who interact with […]

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CEOs: 3 Reasons Your Customer Experience Sucks

Monday, April 17, 2017 Costs and Measurement, Customer Experience

customer experience

United Airlines recently reminded us just how bad the customer experience can be. While most CEOs can feel smugly satisfied that their employees and surrogates don’t actually beat up their customers, the problem remains: most companies deliver a bad customer experience. This is a problem. Globalization and friction removing technologies have increased competition, which has […]

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7 Steps To Prepare Your Company To Reduce Attrition

Thursday, April 13, 2017 Agent Attrition, Costs and Measurement

reduce attrition

Attrition can hit you pretty hard financially, although oddly, some decision-makers in organizations seem to have their heads buried squarely in a mound of sand regarding the topic. (Semi-related: unclear, often repetitive middle management roles cost U.S.-based companies $3 trillion per year — yes, with a T — but we often seem to ignore that […]

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