With call centre infrastructure technology changing on an almost daily basis and the need to ensure robust ROI values in all aspects of Call Centre operations, call centres themselves are fast becoming the hub of continual change and project deployment.

Projects in Contact Centres can be dynamic and as varied including:

• The sourcing of new 3^rd party vendors for the provision of services,
• The request for, and introduction of new technology and  platforms,
• Call centre best practice  process reengineering and optimisation,
• Writing, reviewing and implementing tenders,
• Less complex projects (that may only  take a couple of days to wrap up) [Read more...]

Continuous Process Improvement is associated to actions a business takes to continually re-evaluate and change any of its processes based on increasing efficiencies of the process, potentially reducing the associated costs and increasing its effectiveness.

A large number of businesses still work with the traditional model in regards to their processes, where they may not change or alter them until reactively needing to do so.

In contrast, pro-active businesses are continually challenging current processes and changing them on a dynamic basis to increase effectiveness and efficiencies as well as reduce costs.

In many ways, it’s like owning a car. [Read more...]

What is Closed Loop Reporting (CLP)

Closed Loop Reporting is any reporting that is done by a business (or silo within a business) where the generated information is tabled to the intended audience, the audience acts upon the information within the original report, and they then report back to the originator of the data as to what has happened or will happen as a result of their report.

I will show you a “visual” of this reporting style. [Read more...]

What is a Service Performance Index (SPI)?

In the purest context, a SPI is a report showing how successful your business (or business silo) is at servicing your customers needs: customers being either internal or external.

Another way to look at it is to say that it is a snapshot view of how successful you have been at meeting your customer’s needs and expectations at any given point in time. SPI’s show a total score as either a percentage or raw number for the period measured. They can be created in many formats going from very simply to comprehensive reports that are incredibly detailed. [Read more...]