Presented By: Ric Kosiba, President and Co-Founder of Bay Bridge Decision Technologies
On Demand: Live Date: March 2009
During a recession, there is a higher potential for companies to make strategic mistakes. In the last recession, most significant contact center service failures were strategic in nature. Tactics usually do not have a significant impact on the health of the company, because tactical decisions can be easily undone.
However, strategic mistakes become much more common in times of high anxiety and high variability. In times of uncertainty, most new decisions are strategic in nature:
• Should we relax service goals or should we cut headcount? How much? Which groups? Which centers?
• Are we expecting changes in our volume or handle times? How much? Which direction?
• Should we outsource? Which business functions should we outsource?
• Should we stop cross sell functions, or should we realign our contact centers for economies of scale and not quality? Should we focus on “shareholder value” instead of “customer quality”-- moving toward cost cutting and away from quality service?
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