Keep it simple: Get me to the right agent, right now !

One of the things I learned long ago about business in general and about contact centers in particular, is that you can’t do everything at once.

Concentrating on the key issues that could address 80% of the customer’s problems will give you enough payoff, to buy you time to get to the next twenty.

In all the customer research I have consumed over the years, it is clear that customers value two aspects of the customer support experience over any others:

1. Answer the phone/chat/mail/ now.

2. Solve my problem today.

These two criteria correlate directly with Average Speed of Answer (ASA) and First Call Resolution (FCR).

All aspects and variables in a call center have been identified or created in order to better manage these 2 issues.

I believe if you cannot manage these 2 aspects, very little else will matter.

Once you do these, let’s work on the accents !