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Why counting harder isn’t the answer
In this article Gary Ransom, a consultant at Budd, explores a common and mistaken reaction to problems in a customer facing operational environment and explains why, if you don’t know what’s really causing your problems, the answer is unlikely to be found by counting contact reasons harder.
Any of us who have worked in a contact centre or in customer operations will recognise this scenario: rising customer demand and pressure on budgets, agents are under pressure to handle an increasing workload and the customer experience is degrading. The management team is searching for a way out of a difficult situation. The answer?
“Let’s analyse agent performance for an additional set of parameters …”
“Let’s analyse call volumes to a new level of detail …”
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