12 traits of best managed contact centres





What do the best contact centres do best? While there are myriad factors that contribute to success, I have observed 12 overarching and interrelated characteristics that emerge in those organisations that consistently outperform others.

Many organisations are still focused primarily on one level or one dimension of value — e.g., to deliver services efficiently, improve revenues, or boost customer satisfaction. While there’s nothing wrong with any of these objectives, the best align their resources, strategy and culture to deliver maximum value on three levels – efficiency, customer satisfaction and loyalty, and strategic value (contributions to other business units through voice-of-the-customer insight on products, services, processes and brand.)

Read more…