Capacity: Sustainability Isn’ t Optional
Agents are not rubber bands. If your utilization consistently hovers above 90 %, you are not maximizing efficiency— you are flirting with burnout. Overused agents become disengaged, then disillusioned, and finally gone. The revolving door exhausts everyone, especially leadership.
Sustainable operations require breathing room. WFM must monitor utilization, build in buffers, and treat capacity planning as a strategic function— not as a panic response.
Technology: Partnerships and Pulling Up a Chair
If your agents juggle six apps, five logins, and a mid-call timeout, of course handle times go up. And no, it is not their fault. But don’ t just shrug it off. Track it. Prove it. Use the data to show what is slowing you down. Only then can you make your case for change.
And as for your internal partners— Marketing, IT, Product— stop waiting for an invitation to the table. Bring your own chair. And a list. Show up with your operational impact documented and your wish list in hand. Even if nothing changes right away, you will be remembered for showing up prepared.
CLAIMING YOUR OPERATIONAL DESTINY
Contact Centers do not need another motivational poster. They need a seat at the table, a say in the strategy, and a structure that supports their full potential. That starts with stepping up, speaking out, and showing what is possible when operations are informed, aligned, and respected. In closing, consider these thoughts:
... STOP WAITING FOR AN INVITATION TO THE TABLE. BRING YOUR OWN CHAIR. AND A LIST. SHOW UP WITH YOUR OPERATIONAL IMPACT DOCUMENTED AND YOUR WISH LIST IN HAND.
IDIOM INSIGHTS
Your destiny is to lead, not react.
To inform decisions, not just implement them.
To shape the Customer Experience, not just salvage it.
Now is the time to redefine the role of the Contact Center.
Pull up your chair. Bring your data. Bring your vision.
And claim your Operational Destiny!
Kathleen M. Peterson is the Chief Vision Officer of PowerHouse Con sulting, a call center and telecommunications consulting firm. www. powerhouse1. com
@ PowerHouse603
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