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Planning for 2013

December 28, 2012

As we close out 2012 and prepare to move into 2013, you are probably thinking about your goals for your contact center.  Each year brings a new opportunity to analyze what is working and what needs improvement.  When thinking about your main objectives for 2013 you may want to break it down into the three main areas of focus.  People, Processes and Technology.  If your organization’s goal is to improve your NPS score or increase sales revenue, then chances are you’ll need to focus on each of these areas. Below are some key questions you’ll want to ask when reviewing each of the three areas.


1. Recruiting – Do you have the staff need to achieve your service level objective?

2. Recognition – What are you doing to keep your staff engaged & motivated?

3. Training – What training should take place across the center (agents, supervisors, managers, etc.) to ensure everyone has the tools to achieve your objectives?


1. Skill routing – Are the right agents handling the right calls?

2. Are there any redundant or dated processes that can be eliminated?

3. Do you have an effective knowledge tool available for agents and customers?


1. Do you  have dated systems effecting customer experience?

2. Do you have adequate self-service options available to reduce call volume?

3. Have you implemented an effective social media strategy?

We should focus throughout the year on these areas, but the beginning of a new year offers an opportunity to set aside time for continuous improvement.

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