Voices of CRM

Dec 8 2009   3:19PM GMT

Process optimization in the call center

Barney Beal Barney Beal Profile: Barney Beal

Business process organization can help organizations increase efficiency and lower costs. While many may think of BPO as an operational or manufacturing initiative, according to Strategic Contact, a Beaverton, Ore.-based consultancy, the contact center is great place to undertake process optimization initiatives. Whether you call it BPM, CBEP or BPO, process optimization can help reduce repetitive tasks for agents and improve retention and customer satisfaction. The contact center can serve as a starting point for larger process improvement initiatives or organizations can focus efforts in customer service alone. Hardware and software vendors are already introducing process optimization products and services, particularly as it relates to unified communications.

In this 15-minute podcast, appropriate for both IT and customer service business executives, Brian Hinton, senior consultant with Strategic Contact, discusses:

  • An outline of the history of process optimization
  • How it fits into the call center environment
  • Where call center hardware and software vendors fit in
  • Areas within the contact center that are ripe for process optimization
  • Quick wins and good places to get started


For more on call center process improvement

Learn how West Marine is using work-at-home agents to cut costs, improve service

See Gartner’s five low-cost contact center infrastructure improvements

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