From Brian's Desk

Contact Center Excellence – Stand Out From The Crowd

Cutting call center operational costs!

My next several blog entries will attempt to answer the question, “what can I do to make my call center operations less expensive?”  It turns out the list is rather lengthy, but the majority of the approaches fall into some broad categories of efficiency, effectiveness, structure and place.  For each of the approaches, there are several ways of achieving the cost savings.

One certainty is that readers of this blog will have approaches to add, and have ideas within each approach.  That’s what community is all about!

So, stay tuned.  My next blog entry will be on reducing processing time, whether that is Average Talk Time, After Call Work time, or Average Handle Time.

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