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Optimize the Workforce
Workforce accounts for more than 50 percent of total contact center costs and hence it needs to be optimized, said Iain Regan, executive vice president and global head of sales for CRM at Firstsource.
"Contact centers should have a robust forecasting engine which predicts the correct call volumes, and a best scheduling practice to plan and optimize resources that are sufficient for handling these call volumes," he said. In addition, "call volumes and resource scheduling need to be tracked on a continuous basis for future forecasting."
Keep It Fun
Kerry Carstairs, senior vice president of operations for C3, a global business process outsourcing firm that specializes in the operation of customer contact centers on behalf of medium and large companies, has a plethora of quick tips to share.
"Employee engagement -- keep the employees updated with business news, updates, new products, etc. Provide an avenue for employees to give feedback and suggest improvement. Keep it fun," she told us.
"The repetitive nature of contact center work requires a lively, activity packed environment. Provide plenty of options for career progression to keep people engaged and intact. Provide opportunities for employees to give back to the local community."
Ultimately, managing your contact center for maximum profitability and productivity requires a hands-on approach with managing your people as well as your technology.