Richard Snow Quotations

Based on our recently released Customer Contact Center study, the most important drivers for these centers are cost and customer satisfaction -- factors that are not necessarily compatible, and may even be in conflict at times. The impact of this paradox ripples throughout the enterprise. Companies must consider the implications and how they will balance the conflict.

As our research clearly shows, companies have focused too heavily on technology in their contact centers and haven't paid enough attention to key process and performance measurement changes. Companies need to properly evaluate their customer-facing processes and provide call center representatives with supporting technologies that allow them to execute processes that improve operational effectiveness. Only in this way can they raise customer satisfaction and generate new business opportunities.

The whole agent thing hasn't changed since I started in call centers 15 years ago. The pattern stays the same. It's not a long-term career. It's not a well-paid job.

It's just staggering to me, and I know it from personal experience. I've seen agents in wheeling chairs so they can wheel in between several desktops.