The Best from 60 in 60 Ops Ideas

* Post-call surveys can be a good way to reveal facts about your customer base, said Tim Duggan, strategic sales manager of Telvista, a customer support outsourcing solutions firm. “Using a four-question post-call survey,” he noted, “we discovered a major demographic for us, 18- to 25-year-olds.”

* For CSRs with perfect scores over certain periods, have the CSR and the contact center manager switch roles for a day, suggested David LaBatt, senior executive partner with USA 800, a third-party contact center. It’s an efficient way to freshen different reps’ perspectives.