Contact centers are struggling with the need to reduce costs and boost sales effectiveness - "duh" you say?
Its an age old contact center axiom, the more queues you have serving a universe of calls, the more staff you will require to serve that same universe of calls. So your big strategy for 2011 should be to find ways of reducing the number of queues you have in your center(s). Suggestions: utilize skills based routing rather than hard queue delineations for your callers. If you can ID and segment your callers properly at your IVR then this will allow you to minimize groups, reducing agent needs and improving customer experience as you deliver their call to the best skilled and available agent in your center(s).
