We presented at Frost & Sullivan's Contact Center East (April 19 - 22) in Florida. During the conference, we had several interesting discussions with Jim Rembach of Customer Relationship Metrics (CRM). Jim is the Chief Spokesman for CRM.
CRM helps contact centers to increase the economics of their internal and external relations using various research, consulting, and training programs. They provide solutions to solve key challenges facing people and processes. Jim has some great insight into call center operations, metrics, and people processes.
We were talking about hiring people into call centers and how difficult it is for contact center firms to invest time in a job analysis process. Jim offered a theory that so many contact center firms follow only "common practices" which most often are not the best practices for their organization. By common practices, Jim means that too often firms only look at the collective methods within the industry, and trust them as the best practices versus really taking the time to seek out and understand what will be the best for their specific business. Too many are accepting the status quo (common practices) as the methods that will allow them to achieve breakthrough performance. These are then the same people that are (or will be) tremendously disappointed when the common practices do not deliver exceptional results.