From the course: Managing a Customer Contact Center
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Definition of contact center management
From the course: Managing a Customer Contact Center
Definition of contact center management
- Let's cover a practical definition of contact center management. It's a framework that succinctly identifies the major aspects of managing a contact center, and you can use it as a guide of how things are going and to identify improvement opportunities. The International Customer Management Institute, ICMI, defines contact center management as: "the art of having the right number of properly skilled people and supporting resources in place at the right times to handle an accurately forecasted workload at service level and with quality". To use the definition to quickly identify performance gaps and improvement opportunities, ask some key questions around each component. Do we have the right number, think of staffing levels and scheduling, of properly skilled people, how is our recruiting, hiring, training going, and supporting resources, do we have the network capacity, desktop tools, other resources that we need,…
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