So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it; we all tend to get comfortable with the rhythm of our day-to-day tasks and fail to watch areas that may require change. Unfortunately, your repetitive actions will produce the same results. If you keep practicing the same strategies without considering change it will only end in the demise of your center.
The best way of deciding how to improve contact center performance is to step back and look at it from a 360-degree view. After all, innovations and consumer behaviors evolve in scope and sophistication, so it’s worth reconsidering your tactics to potentially take your service to the next level. Continue reading