As the United States faces its worst economic crisis since the Great Depression, many call centers are feeling the pinch. Managers are tasked with doing “more with less” in the face of workforce reductions, shrinking budgets and low morale levels.
In a new white paper, Wendy Hubbard, co-founder and executive vice president of Inova Solutions, addresses ways call center managers can adjust their strategies and tactics to deal with the economic downturn. Read an excerpt from the white paper below:
“To do more with less, work from the inside out. Start with the foundation of the center – the processes and technology that keep you up and running. Once internal operations are streamlined, call center managers must look to their workforce to capitalize on the power of information and resources. And finally, attention should turn to the customer, whose changed perspectives merit a renewed approach to customer service. Call centers that meticulously dedicate themselves to these three principles can successfully weather the economic storm.” Continue reading.