Contact Centers: Keep the Hub Humming

Before you plot your contact center’s future strategies, answer these three basic questions:

1. How are you defining, measuring and improving customer service? Every cataloger preaches the gospel of customer service, but how does your corporate culture uniquely deliver it?

2. With your increased use of technology, have your productivity levels also risen? In many companies, productivity rates — as measured in calls per hour or sales per employee — have not markedly improved during the past five years, mostly because labor rates also have increased.