Observations-on-Operations Interactive: Priorities for 2005?

[Moderator]

Observations-on-Operations Interactive: Priorities for 2005?

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This is the time each year that minds begin to turn to next year. Reflections regarding accomplishments this year and priority setting for next become agenda items in call center meetings. Discussions regarding quality, agent development, cost management, web integration and customer satisfaction are frequent planning themes.

This Observations-on-Operations Interactive is an invitation to share what your top priorities are in your call center for 2005.
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Add your Top Priorities by clicking on the "post reply" button. (Remember, you must register first in order to post your opinion.)

Moderator
CallCenterOps.com

[Rachana]

Hi,
In our call center Top priorities are
1) Cost cutting and proper planning on expenditure.
2) Effectiveness and personal improvement.
3) Resolving and Minimizing Adherence.

Regards,
Rachana.

[smack]

1. Cost reduction/stabilization while expanding
2. Retention
3. Employee Development

[NBosch]

1. Cost reduction ( how original )
2. Quality improvement
3. Implement new organisational structures

Regards,

Niek

[Kupa]

1. Business Restructure
2.Employee Development / Opportunities
3. Employees Empowerment - ability to influence management

[ctaylor]

1- Increase Customer Satisfaction
2- Leverage technology Investment
3- Improve Customer Retention & Life-Time value.


Colin