Ask The CRM Expert: Questions & Answers
Call center software and metrics
As companies work to build and retain customer loyalty, the traditional call center concept is rapidly evolving. Strong customer interactions are an essential part of the overall customer relationship management process. As a CRM professional, you need to successfully manage call center software and technology, and these metrics will help you do so. Our expert Lori Bocklund has the answers to help you establish an effective cal center.
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Give agents varied challenges during contact center downtimes
Answer - Contact center managers can give agents a change of pace with varied tasks to take on during idle time. 27 October 2011 -
Live chat customer support software -- a cost or benefit?
Answer - Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center. 21 June 2010 -
How to account for temporary call center shrinkage
Answer - Expert Lori Bocklund explains how to calculate call center shrinkage when dealing with employees’ temporary absences. 21 June 2010 -
Understanding call center occupancy vs. call center adherence
Answer - Our expert Lori Bocklund explains what’s important about call center occupancy and call center adherence, and how and why both metrics are vital to the operation of any call center. 30 October 2009 -
How to increase call center staffing with Erlang C calculator
Answer - Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C. 22 October 2009 -
How can I measure call center agents' unavailable and "not ready" time?
Answer - Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center. 17 September 2009 -
How long should I spend on the quality monitoring process for each call?
Ask the Expert - Find out how long to spend on quality monitoring process for each call in your call center in this expert tip. Learn why top-tier quality monitoring (QM) software can speed up the call center quality monitoring process. 17 September 2009 -
Determining ratio of back-office agents to support inbound call center agents
Ask the Expert - Find out if there is a way to calculate the ratio of back-office agents to support inbound call center agents and get call center headcount tips in this expert Q/A. 30 July 2009 -
Using a call center staffing calculator to determine staffing needs
Ask the Expert - Correct call center staffing requirements cannot be determined by the number of agents and occupancy. Find out the best way to determine the number of call center agents you need. 30 July 2009 -
Questions to ask when analyzing call center talk time
Ask the Expert - The best way to lower talk time in the call center is to carefully analyze what factors are driving the talk time. Learn what questions to ask when looking at call center talk time and how to develop an escalation plan for agents. 30 July 2009