Contact Center Performance Forum (CCPF)

Tripp Babbitt
  • Male
  • Fishers, IN
  • United States
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Service levels: World Class vs. Acceptable (vs. unacceptable)

Replied Jul 30

Cost Estimate for IVR

Replied Jun 17

High Queue AHT

Replied Jun 15

 

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Latest Activity

Kathryn Jackson replied to Tripp Babbitt's discussion 'Technical Difficulty with today's (10/22/2009) meeting' in the group Mastermind Networking
Thanks, Tripp. Great feedback. Sorry you were muted but good to know you weren't silent!
October 23
Tripp Babbitt added a discussion to the group Mastermind Networking
Technical Difficulty with today's (10/22/2009) meeting
I had some problems with the voice part in today's meeting, so I listened and wrote a blog post. http://blog.newsystemsthinking.com/blog/bryce-harrison/0/0/ccpf-master-mind-group-muted-but-not-silent Regards, Tripp Babbitt www.newsystemsthinking...
October 22
Tripp Babbitt joined Kathryn Jackson's group
Mastermind Networking
The members of this group meet each month via conference call to discuss the issues contact center professionals face on a daily basis. If you want to be informed of the groups activities you must become a member of the group.
October 22
Tripp Babbitt replied to Daniel Kauppi's discussion 'Service levels: World Class vs. Acceptable (vs. unacceptable)'
Each system is unique. Benchmarking and Service levels will not lead to improvements, we will have to do better than that. Benchmarking will lead to copying and service levels lead to targets that become the defacto purpose of the organization (as...
July 30
Tripp Babbitt replied to Akin Toffey's discussion 'Cost Estimate for IVR'
Hatch: I usually have my clients remove IVRs as they are a barrier to good service and create more costs than they save. Customers hate them. Your client would be better off studying demand and designing the work around these demands. I doubt th...
June 17
Tripp Babbitt replied to Matthew Evans's discussion 'High Queue AHT'
Matt: My solution is different and I believe you are approaching the problem the wrong way. Let me explain. The AHT reduction goal may be driving your AHT higher. If an agent is not spending the needed time to fully respond to a customer or comp...
June 15
Tripp Babbitt and Marquisha Bridgeman are now friends
March 9
Tripp Babbitt joined Kathryn Jackson's group
Contact Center Speaker's Bureau
The Speaker's Bureau is a reservoir of talent for our members' next keynote or workshop event. Speakers promote your expertise and experience using the data form.
March 1
Tripp Babbitt is now a member of Contact Center Performance Forum (CCPF)
Welcome Them!
March 1

Profile Information

Company Name:
Bryce Harrison Inc. (Vanguard USA)
Industry:
Service
Are you a member of the ATA (American Teleservices Association)?
No
Job Title or Area of Expertise:
Systems Thinking Consulting
Total Number of Contact Center Agents (FTEs):
DNA
Website:
http://www.newsystemsthinking.com
Do you have a LinkedIn or other networking site profile you would like to link to?
http://blog.newsystemsthing.com
I am available to help other members by answering questions in the following areas:
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