You’ve heard a million different snake oil pitches to tune up your contact center. And, you know, AI is super beneficial, but it’s not the cure-all we all hoped it’d be. Sometimes we need to get back to the fundamentals. It’s often the tactics we’ve ignored as mundane that can boost efficiency and, in the words of author Jim Collins, go from “good to great.”
I’ll take on five fundamentals in this episode: measurement, agent workflows, self-service, employee experience, and feedback. Sound good? Let’s roll.
This episode was adapted from our article, “How to Improve the Efficiency of Your Contact Center Operations.”
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Written and hosted by Sam Salerno.
Produced and engineered by Jared Evers.
Edited, mixed, and mastered by Adam Griffith.
Artwork designed by Rob Beckham.