To yield best results when implementing call center technology, it’s important to get the basics right. Based on the experience of best-run call centers, we have identified six critical principles that can make or break overall call center performance: ensure availability, resolve the customer problem, know your customer, transfer calls intelligently, optimize the agent’s workplace, and control call center operations with the customer in mind.
Focusing on these principles is absolutely key to success. In addition, more advanced organizations should consider taking advantage of emerging trends that will significantly affect how call centers operate. Information technology is about to transform traditional call centers into interaction hubs that support multiple channels, operate in virtual models, generate revenue, and enable shared services.