Presented By: Dick Bucci, Senior Consultant, PELORUS and Mark Findahl, Business Development Manager, SER
On Demand: Live Date - March 2008
Growing your small or mid-size business is a challenging task. You want the additional capacity and capabilities to provide differentiated customer service, but lack the resources to manage traditional world-class contact center technology. As your business expands and you compete at increasing higher levels, factors such as productivity, flexibility and cost-per-contact center separate those who succeed from those who don’t.
In this webcast we discuss the special needs and advantages of smaller contact centers and share some valuable tips about getting the most from your people and your investments. We will cover:
• How to deal withf attrition
• How to build a close-knit community of CSR’s that really care
• The magnitude of assuring contact quality
• The importance of accuracy and consistency
• How to set goals and measuring of performance
• The ways to use time efficiently
• The value of capturing and sharing valuable customer input
• The essentials you need to run a modern contact center and how to justify the investment
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