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Posted by Kate Leggett on February 1, 2011
It is often said that managing a call center is more of an art than a science. Some customer service managers use standard operational metrics to manage their business to – like average hold times (AHT), first contact closure rate (FCR) agent, agent productivity numbers, escalation rates, etc. Others apply established customer service best practices to their organizations without understanding the intent behind these best practices. Yet other companies adopt the current trends without an analysis of their strategic importance.
Here is my list of “half truths and total nonsense” about management philosophies and technologies in customer service. Which ones resonate with you? Which ones do you believe are not myths and work for you?
Kate’s List of Common Services and Support Myths
What is your favorite myth about customer service?
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