There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If you have any dumb things to add to the list let me know or comment below.
1. Not investing in training or professional development.
Contact Center staff is one of the most expensive and important assets within the Contact Center. Companies spend money on initially training new hires, but is that enough?
“They’ll figure it out. Besides, we can always use the dollars allocated to training for other areas like executive retreats” – a prime example of the mindset you do not want to take as a Contact Center executive. It is important to invest in on-going professional development at all levels within the Contact Center.
2. Not staying current on new technologies impacting Call and Contact Center operations.
After all why would we want home agents, speech recognition, higher quality or better staff morale and management? I hope you can sense my sarcasm here. Keeping current on Contact Center technologies will allow you to understand where these technologies can be applied to increase customer satisfaction, improve KPIs, reduce costs and/or optimize Contact Center operations specific to your organization’s desire.
3. Not reading trade press, blogs and newsletters.
“We already know everything, and besides who has time to read when I am constantly in meetings.” – again, this is a poor mentality for a Contact Center executive. Keeping current on all things Contact Center related is essential.
4. Not including remote staff in your operational budget.
“There aren’t very many of them out there…is there?” Wrong. In today’s society, especially with a large portion of the workforce being comprised of millennials, working remote is becoming increasingly desirable. If properly executed and dependent on your company or industry, staffing remote agents or WAHA (work at home agents) can assist with optimizing your workforce in terms of performance and schedules while improving performance, adherence to forecasts and employee satisfaction.
5. Not sharing new technologies and their capabilities with senior management.
“They will just say no, so what is the point.” Again, wrong. Understanding recent advancements in the technology world of Contact Centers, and having the ability to share this knowledge with senior management, will not only show initiative on your part, but also can present some new opportunities for your Contact Center.
6. Not sharing ideas concepts and results with Marketing.
“After all they never share with you.”
7. Not considering the agents’ point of view when you examine new technologies.
“It’s just one extra open window on their desktop…they have done fine with the current 14 so what’s one more window?”
8. Not giving…
