Category: Best Practices / Metrics

30 Jul

Points to Consider Before Implementing Performance-Based Scheduling

Vicki Herrell

Most call centers use one of three criteria for schedule selection:  seniority, rotation, or performance (or some combination of these).  […]

23 Jul

Contact Center Workforce Management: Not an Option for Businesses Looking to Delight Customers

Guest

When was the last time you called a contact center seeking help with an issue, and you were quickly connected […]

12 Mar

Agent Rewards & Recognition that Work – and Won’t Break the Bank

Greg Levin

I recently attended a large conference for contact center professionals where the most common question I heard – after “Who […]

10 Feb

The Benefits and Barriers to ROI implementation

Dr. David Butler

In a previous blog post, I outlined the four basic steps to begin to implement a return on investment (ROI) […]

20 Jan

Five Workforce Management Practices of World-Class Contact Centers

Greg Levin

Strewn with such odd terms as Erlang C, rostered staff factor and trunk load, it’s no wonder that workforce management […]

16 Nov

The Intersection of Customer Effort and First Call Resolution

Matt McConnell

Of all the metrics in a call center, First Call Resolution often has the biggest impact on customer satisfaction, yet […]

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