Give your call center a front-end alignment

'Driving to the test' photo (c) 2009, Ben+Sam - license: http://creativecommons.org/licenses/by-sa/2.0/Do you know where you’re going? Really? Whether you’re driving a car or a call center, you’re going to run into trouble sooner or later if your direction is even slightly different than you want it to be. That’s easy to understand on the highway; probably more than you want it to be. Just a few seconds of veering off course can have some pretty awful consequences. In a call center though, the outcome of poor direction can also be disastrous, but a lot harder to spot until you’ve hit a guardrail… or gone over a cliff.

The front tires in your car work best when they agree with each other, responding in tandem to the directions sent from the steering wheel down through a surprisingly intricate series of links and supports. When it works well, all those individual parts work so smoothly that you tend to think of it all as just one unit. You just tell the car to go one way or another, and it does.

However, if those front wheels lose their alignment, things start to go subtly wrong. The car will start to drift one way or another. The ride will get a whole lot bumpier. Those individual parts will start to show wear and tear long before they should. And before you know it, you’ll be replacing parts and spending money that you would much rather have spent some other way.

What happens when a call center loses its front-end alignment? [Read more...]

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