Reducing Costs in the Contact Center, Part 2 of 2

Once you’ve decided on a postseason review, assemble a team from across the organization. This team should comprise representatives from fulfillment, merchandising, HR and the contact center. Include as many areas of the contact center as possible, from the director to managers, supervisors, traffic/scheduling, training and quality, to a few of the agents who’d be open and willing to participate. Keep in mind, though, that more than a dozen participants is usually too difficult to manage. Here are some areas to focus on for potential savings and increased productivity.