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Schedule 2024

Session 201: Zero Agents: A Case Study on Rebuilding a Contact Center

Erin Murdock  (Assistant Director of Enrollment Management, Northern Arizona University)

Date: Wednesday, October 23

Time: 11:30 am - 12:30 pm

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Case Study

Vault Recording: TBD

In 2022, I assumed a leadership role at a University Contact Center plagued by turnover and poor customer service due to inconsistent leadership. The center frequently experienced staffing shortages, making it challenging to meet Key Performance Indicators (KPIs). This case study explores the transformation journey from a struggling Contact Center in 2022 to one that surpassed KPIs in 2023.

Designed for newcomers to the field, this case study offers practical insights into navigating challenging environments. It covers identifying gaps in agent training, addressing inconsistent procedures, and managing difficult colleagues. We'll delve into leveraging available resources for continuous improvement, even in resource-constrained settings. Ultimately, the study emphasizes the pivotal role of leadership approach in driving results within the Contact Center and the broader organization.


Resource Optimization: Utilize existing resources in new and creative ways to address large operational challenges

Leading through Change: How subtle shifts in leadership will advance your Contact Center

Best Practices: Leveraging your Contact Center's data to unify stakeholders around consistent procedures