Blogs about: Contact Center Management
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Using Call Center Metrics as a Competitive Advantage
One thing is certain in every call center, no two days are exactly the same. Call centers are often caught in the middle of growth and change – keeping both the organization and customers engage… more →
SLG's Blog - Experts in Call Center Consulting
Using Call Center Metrics as a Competitive Advantage
servicelevelgroup wrote 1 month ago: One thing is certain in every call center, no two days are exactly the same. Call centers are often … more →
Stop Attacking the Queue!
servicelevelgroup wrote 1 month ago: Ping Pong – get on the phone, get off the phone. This is a common challenge is many call centers a … more →
Creating a World Class Call Center One Contact at a Time
servicelevelgroup wrote 2 months ago: Every contact in a call center is an opportunity to deliver an exceptional experience. Leaders oft … more →
Moving from good to world class
servicelevelgroup wrote 3 months ago: I recently had the opportunity to deliver a keynote in Austin, Texas that was focused on how call ce … more →
10 Considerations for Successful Culture Shifts-Contact Ctrs #2 & 3
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Rudy Vidal wrote 3 months ago: 2. Management Ownership It’s interesting to note that the three cultural components in fig.1 are all … more →
10 Considerations for Successful Contact Center Culture Shifts-Part 1
Rudy Vidal wrote 3 months ago: In this series of 3 postings, we will cover 10 considerations for creating successful cultures shift … more →
An Unguarded Thought on Customer Contact Centers
Rudy Vidal wrote 3 months ago: While putting the finishing touches on a white paper on contact center cultures, this spilled out on … more →
Thoughts on creating a great call center culture
servicelevelgroup wrote 4 months ago: There are a lot of “great places to work” lists – national, regional, industry specific, etc… … more →
Understanding Call Center Economics is Key to Gaining Senior Management Buy-In
servicelevelgroup wrote 4 months ago: During my career, I’ve had the opportunity to work with a variety of organizations — som … more →
How do World Class Call Centers Stay World Class?
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servicelevelgroup wrote 5 months ago: Getting a call center operation to the world class level is something most leaders never experience. … more →
nothing will change until something changes
Rudy Vidal wrote 5 months ago: One of the most common hurdles in trying to improve the customer experience, is that we view the cus … more →
Some good ideas to help cope with call center stress
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servicelevelgroup wrote 8 months ago: In the best of times, call centers are challenging environments. The current pressures of the econo … more →
Call Centers are Starting to Get More Respect
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servicelevelgroup wrote 9 months ago: It is wonderful to see call centers get more respect when it comes to the service they provide. Mu … more →
Opportunity #4 – Move from relying on system reports to receiving immediate direction from agents and customers.
servicelevelgroup wrote 10 months ago: Think about how often your company repositions itself – via product enhancements, new market s … more →
Opportunity #1 – Embrace queues! A commonly overlooked fact is that queues are part of the plan and, thus, not necessarily a bad thing
servicelevelgroup wrote 11 months ago: Unless you have a service level objective of 100 percent in zero seconds, you’re planning to … more →
Don't make running the call center any harder than it has to be
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servicelevelgroup wrote 11 months ago: We’ve all been there: Struggling to find a way to get more out of our contact center agents; looking … more →
Average Handle Time - A Good Metric? For Whom?
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Rudy Vidal wrote 1 year ago: Two things drive me to a posting on Average Handle Time (AHT). A previous posting on Average Speed o … more →
Call Centers Are about Intervals – Not Days, Weeks or Months
servicelevelgroup wrote 1 year ago: You have to look at every single half-hour or hour interval in the contact center as an opportunit … more →
