We’ve offered suggestion’s for ‘New Year Resolutions’ over on callcentrehelper.com.
Focus on the back office
Organisations will start to look at how they can apply the rigour of call centre process to increase efficiency in the back office. Measuring and regulating back-office activity will allow businesses to ensure that call centre agents are properly supported by swiftly delivering on customer promises building customer satisfaction and loyalty in what’s likely to be a tough year for many of us.
Improve productivity by applying call blending principles to other media
As an industry we’ve been getting to grips with inbound-outbound call blending over recent years, so in 2009 we should turn to blending telephone calls with other media, such as email and text messages. Getting agents to deal with other customer media whilst still being available to handle the immediate demands of telephone calls, will optimise contact centre productivity.