August 20, 2013

Organizational Structure: Foundation for Contact Center Success

We have all seen photographs of sinkholes that have swallowed buildings whole.  Weak underpinnings can have tragic consequences; what you don’t see can really hurt you.

In the contact center world, organizational structure is often a weak underpinning that impedes success.  It is not necessarily the first thing we see when we assess a center, but it becomes apparent when we review org charts, operations and reports.  Most commonly, we see issues in the following contexts:

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