Contact Center Target Operating Model

Contact Center Target Operating Model

16 . May . 2022

An effective target operating model creates clarity, alignment, and strategic direction for the contact center. By identifying an operating framework, the contact center is positioned to achieve its strategic priorities and become a source of competitive advantage.
Sharing what makes the contact center unique provides employees with a sense of purpose and a unified objective, which are great contributors in delivering a differentiated service experience.

Contact Center Target Operating Model Methodology

The foundation of target operating model emanates from four pillars: vision and mandate, people, process, and technology.

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Boost the Effectiveness of Learner Feedback

Boost the Effectiveness of Learner Feedback

7 . March . 2022

Successful organizations evaluate their training programs to optimize learning transfer from the classroom to the job. You’re probably familiar with commonly-used methods to evaluate training effectiveness, such as learner feedback, tests and assessments, role plays and simulations, observation, and customer surveys.

As part of a comprehensive training evaluation approach, these methods form a strategy to determine if a class or curriculum has had the desired impact on employee performance. Some training teams add more detail to their training evaluation yardstick, using metrics like return on investment or strategic impact, but most training managers take a more pragmatic view.

Here are five easy-to-implement ideas you can use to boost the effectiveness of learner feedback as an evaluation method:

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Time to refresh from Leadership fatigue

Time to refresh from Leadership fatigue

9 . February . 2022

Leadership fatigue can occur when we’re juggling a lot of balls, when our efforts and strategies at work fail to produce the required result, and when we’re working late nights and weekends for an extended period, etc. It can happen at any time, and has become more prevalent since the pandemic started.

Instead of suffering in silence or joining this non-movement labeled the Great Resignation, find a way that works for us to pause, reflect and refresh. And then come back for the next round and keep solving the problems by being at our best as a leader.

Here are some ideas to help.

Ideas to help us refresh leadership fatigue

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Change the Monotony of your Contact Center

Change the Monotony of your Contact Center

19 . January . 2022

Over the years, it has been learned that things can get more efficient and effective with small or little changes, even when all is well. We can employ activities that help our identify gaps, inefficiencies, and potential trouble areas that may not have seen.

Here are some ways to do that:

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Use TECH to Improve Contact Center Performance

Use TECH to Improve Contact Center Performance

8 . December . 2021

Your front line agents play a vital role in building a strong relationship. Each interaction should be treated as a chance for contact center agents to distinguish the brand and create superior recall value in the customer’s mind.

A hitch or delay in delivering a seamless customer experience immediately translates to a less than stellar brand impression in the customer’s mind. Over time, these kinds of imperfect, unsatisfactory experiences can add up to permanent loss of customers, damage in brand reputation, and consequently, loss of revenue.

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