Call center software and metrics:

• Using weighted averages to calculate ASA and abandonment rate

  Answer - Your ACD should report ASA and abandonment rate for defined time periods, considering the volume handled. However, if management wants you to combine time periods, using a weighted average provides a more realistic picture of a particular measurement versus a straight average 30 July 2009

• How to conduct successful IVR surveys

  Answer - Find tips for getting customers to take IVR surveys and learn the pros and cons of written surveys, outbound call surveys and SMS surveys in this Q&A. 26 February 2009

• Does hot seating in the call center affect agent morale?

  Answer - Learn about hot seating in the call center and find out how it can have a positive and negative impact on agent morale and productivity in this expert tip. 26 February 2009

• Call center benchmarks for a small call center

  Answer - Find out which call center benchmarks a small call center should use to measure call center performance. Also, get tips for setting service level in a small center. 23 December 2008

• What custom WFM reports should we have developed for our new system?

  Answer - Learn what WFM reports are most important in a workforce management system. Key call center reports will measure shrinkage, talk time and more. 23 December 2008

• Forecasting call volume for a customer service call center

  Answer - Learn tips and techniques for forecasting and calculating customer service call volume for a customer service call center in this expert tip. 03 December 2008

• Nine necessary call center functions and technology for inbound call centers

  Answer - Expert Lori Bocklund lists the nine main call center functions necessary to run a successful inbound call center operation in this tip. 03 December 2008

• What is an acceptable amount of call center break time?

  Answer - Lori Bocklund gives advice on how much call center break time and auxiliary time to allow depending on call center shifts and other factors in this tip. 22 October 2008

• Tips for calculating maximum occupancy in the call center

  Answer - Expert Lori Bocklund defines maximum occupancy in the call center and explains the maximum occupancy formula in this tip. 20 October 2008

• Developing a call center metrics strategy to reward call center agent performance

  Answer - Rewarding call center agent performance can really boost morale in the call center. In this expert tip, Lori Bocklund explains how a call center metrics strategy can be used to measure and reward call center agent performance. 13 August 2008