STRATEGY
ILLUSTRATION PROVIDED BY ADOBE STOCK
MASTERING
OUTBOUND CONTACT CENTER MANAGEMENT HERE ARE SEVERAL STRATEGIES TO STAY AHEAD .
BY NIMA HAKIMI , CONVOSO
Contact centers face a range of issues today . And with customer demands evolving as fast as new technologies , it ’ s safe to say there is no “ silver bullet ” for managers that will solve every problem or keep their business ahead of fast-moving changes .
The critical function of outbound dialing will always be reaching people . For success , this feat does require an integrated approach combining strategy , management , and technology .
The right technology helps agents connect with more people in a shorter timeframe , which leads to more conversations and better outcomes . But for contact center managers , technology will always be just one piece of the puzzle .
Moving to a more proactive approach to problem-solving is at least as important as accessing the right technological tools . Ideally , call center managers will do both .
PRESSING ISSUES : AND SOLUTIONS
It ’ s worth taking a close look at the most pressing issues facing contact centers today , and discussing some techniques on how managers can address them .
MOVING TO A MORE PROACTIVE APPROACH TO PROBLEM-SOLVING IS AT LEAST AS IMPORTANT AS ACCESSING THE RIGHT TECHNOLOGICAL TOOLS .
40 CONTACT CENTER PIPELINE