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| Disaster Recovery in Contact Centers: Benchmarks and Best Practices | |||||||||||||
| By Donna Fluss, founder and President of DMG Consulting LLC In a July 2008 survey of 187 end-user organizations on the topic of contact center disaster recovery (DR) and business continuity (BC), DMG Consulting found that the majority of contact centers are at risk of avoidable failures and disruptions. Surprisingly, only 36.7% of companies are confident that they can operate without serious impact on service quality and the customer experience during a disaster. This is because most contact centers either do not have a disaster recovery and business continuity plan, or are not keeping it up to date. | |||||||||||||
| [Full Article] Dec-16-2008 | |||||||||||||
| Expecting Different Results? | |||||||||||||
| By Peter J. McGarahan, Founder and President, McGarahan & Associates Einstein believed the definition of insanity was doing the same thing over and over again and expecting different results. This describes perfectly the day-to-day service-delivery environment of many Global 2000 organizations, who continue to operate in a reactive mode yet wish for proactive results. They continue to apply a band-aid approach to treating poor internal service delivery symptoms rather than addressing the structural root of the problem. In reading this article, I am hopeful that someone in the Global 2000 IT organizations will make the connection that business processes operate on top of IT processes and that external service delivery is highly dependent on the quality of internal service delivery. | |||||||||||||
| [Full Article] Dec-16-2008 | |||||||||||||
| First Call Resolution Revisited | |||||||||||||
| By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc. We all know first call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, this means that 14% of your customers are contacting you more than once (even more than twice or three times) to resolve their issues! What does losing that customer cost you? | |||||||||||||
| [Full Article] Dec-16-2008 | |||||||||||||
| Techniques for Decreasing Agent Attrition | |||||||||||||
| By Donna Fluss, President, and Deborah Navarra, Senior Analyst, DMG Consulting Call center agents have a very stressful job, which leads to high attrition rates. DMG Consulting has studied this issue for many years. We�ve spoken with call center managers with high agent turnover rates to identify the leading causes of attrition. And, we�ve interviewed managers with relatively high agent retention rates to gain an appreciation of their methods for keeping their staff satisfied. Based on our analysis, we have identified several proven best practices and techniques for reducing agent attrition. | |||||||||||||
| [Full Article] Nov-12-2008 | |||||||||||||
| What Motivates Your Employees? Intrinsic vs. Extrinsic Rewards | |||||||||||||
| By Rosanne D'Ausilio, Ph.D., President of Human Technologies Global, Inc. What motivates employees? According to a Gallop Poll, the #1 motivator is public praise and recognition. However, in most organizations employee recognition is limited. Why? Because we all are very busy and don’t take the time. Gallup says actively disengaged workers cost employers $292 billion to $355 billion a year. Furthermore, Gallup concluded that disengaged workers miss more days of work and are less loyal to employers. So how do you motivate? | |||||||||||||
| [Full Article] Sep-15-2008 | |||||||||||||
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