Contact Centers: Calibrate! Calibrate! Calibrate!

Pay careful attention to your IT team, and be considerate of the challenges it finds in your proposed order-entry changes. Its commitment to the identified needs and time lines are critical to a successful programming change.

Some changes may reduce average handle time. Rather than focusing your meetings on saving money, focus instead on the customer. When you find ways to save handle time, replace the saved time with innovative ways to enhance the customer’s shopping experience. These sessions should be held biweekly or monthly for one hour.