-
Is there a call center metric for average hold time?
Learn how to reduce hold time and find other benchmarks for the call center in this tip from Lori Bocklund.
-
Call center cost per seat -- new vs. existing call centers
Call center expert Lori Bocklund provides some tips for calculating cost per seat in this expert Q/A.
-
Call center requirements for voice/data cable, heating/cooling, power backup
Read Lori Bocklund's advice on technology standards for the call center, including recommendations for cable, heating and cooling and power backup.
-
How to prepare a service-level agreement (SLA)
Lori Bocklund advises a reader on what to include in a service-level agreement (SLA) for the call center.
-
Building a business case for customer loyalty in the pharmaceutical industry
Learn how to prepare a business case for a CRM customer loyalty program in this expert tip.
-
Measuring customer churn rate to calculate customer lifetime value
Read advice on how to measure, define and calculate customer churn rate in this expert Q/A.
-
Absenteeism statistics for the call center
Every call center manger should strive for the staff attendance figures expert Lori Bocklund shares in this tip.
-
When to outsource call centers
Contact center expert Donna Fluss outlines the advantages and disadvantages of outsourcing contact centers, and which contact centers to outsource.
-
Why is the utility industry standard for first call resolution less than three days?
Call center expert Donna Fluss explains the utility industry standard for first call resolution.
-
Call center agent grouping best practices
Call center expert Lori Bocklund shares industry agent grouping best practices.
-
Six questions to help build customer loyalty
Want to increase customer loyalty? Start by answering these 6 questions...
-
The benefits of best-of-breed CRM
With SAP making headway into the CRM market and Oracle gobbling up everything in sight, what are the advantages to sticking with the smaller CRM vendors?
-
Contact center employee satisfaction
How do we measure whether our call-center employees clearly understand and accept their roles as well as take pride in the organization and their work?
-
What to look for in a call center outsourcing partner
-
How do separate billing models affect cost per call?
How do separate billing models affect cost per call?
-
How do I lower the average handle time?
A call center agent who works in the credit card industry, wonders how he can lower his average handle time.
-
Quality metrics for the call center
What metrics should you use to measure quality in a call center? Read advice from Lori Bocklund here.
-
Reporting capabilities: Microsoft SQL Server 2005 vs. Cognos ReportNet
Expert advice about business intelligence (BI) reporting capabilties in Microsoft SQL Server and Cognos.
-
New to BI, need to develop a data warehouse
A telecommunications company gets started with a data warehouse project.
-
The role of middleware in the contact center
The role of middleware in the contact center
-
Tips for benchmarking call center metrics
Get our top tips for benchmarking call center metrics in this expert answer.
-
Klout draws flak, but it has clout online
What are the best tools for determining online influence? Expert Zach Hofer-Shall weighs in on how to track your online clout and why it matters.
-
Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.
Submit a question to our experts