In the June 2010 issue of Customer Inter@ction Solutions, Senior Contributing Editor Brendan B. Read discusses a recent survey (Noble Systems) of contact center respondents which concludes that there are signs of “strong confidence in the industry”. It finds that 48 percent of respondents expect their business will grow in 2010. Only 3 percent anticipate a revenue reduction. These findings are similar to FurstPerson’s survey at the end of 2009.
This is indeed hopeful news. But Mr. Read remains cautiously optimistic, as he points out that the country is still “far from out of the downturn gloom”. In order for domestic contact centers to enjoy the recent small economic uptick, he illustrates that it is more important than ever for contact center leaders to employ methods that will cut costs, improve productivity and lead to better, more profitable service.
One key method is using smart hiring practices, screening and testing applicants to get the right people into your contact center. Read what else Mr. Read has to say on his blog at TMCnet blog.