Call Center Management New Year Resolutions

As you work on implementing new plans and strategies to further improve call center management and operations for 2012, it might be a good idea to reflect on 2011: What has worked well, and what has worked not so well? Here are a few questions to consider:

• What were the top 3 call center challenges in 2011?
• How can you overcome those challenges for 2012?
• What do you need to do to keep our agents happy and motivated?
• What do you have to do to better serve your customer?
• What new technologies and call center software do you need to make your work easier and more efficient?
• Do you have online sources that provide you with practical tips, ideas and tools (blog, twitter, etc.) for your daily work?
• What are the top 3 things you should focus on in 2012?