New year's resolutions for call center managers | Workforce Optimization Blog

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New year's resolutions for call center managers

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Happy New Year! At the beginning of a new year, as new plans and strategies get implemented, it might be a good idea to step back and think about your "new year's resolutions" for your call center. Think about some key questions you should ask yourself and your team to help you improve the operation of your call center in 2011. Here are a few questions to consider:

  • What were the key challenges in 2010 and how can we overcome them?
  • What do we need to do to keep our agents happy and motivated?
  • How can we better serve your customer?
  • How to maintain or improve your service levels?
  • How can we better leverage new web-based technologies and solutions to make our work easier and more efficient?
  • What online sources are available that provide me with new tips, ideas and tools (blog, twitter, etc.) for my daily work?
  • What are the top 3 things I should focus on in 2011?
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