Contact Centers

In today’s service-driven business climate, your contact center must operate like a finely-tuned machine.

Maximizing contact center productivity while providing customers with responsive, accurate service is critical. Accomplishing this requires balancing the demands of incoming calls with other important tasks assigned to contact center staff. Center managers often struggle to determine what non-phone work, if any, service representatives should handle.

Striking the right balance requires a mix of skills assessment, job design, workflow, performance metrics, call forecasting, and staff deployment. When contact centers achieve this balance, the workforce is optimized and customers notice the difference.

All contact centers face the challenge of constantly changing staff needs due to highly variable call volumes. Many contact centers cannot quickly adjust their staff levels to match incoming call demand. The challenge is to maintain staff productivity during periods of lower call volumes, and to meet customer expectations during peak call volumes.

The Robert E. Nolan Company can help you manage these typical contact center challenges and even turn them to your advantage, resulting in cost and service-level improvements for your organization. With 38 years experience assisting insurance, health care, and banking organizations, Nolan is uniquely qualified to help your organization improve contact center performance.

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