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Last But Not Least: 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, and keeping customer satisfaction always top-of-mind.