Email Alerts
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6. Staffing requirements for knowledge management or self-service systems
Does a knowledge management or self-service system require more employees? The answer to the sixth question of SearchCRM.com's employee self service quiz explains. Quiz Answer
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Call center at Virgin Mobile gets personal
Virgin Mobile Canada's approach to call center management puts the emphasis on agent individuality and chooses customer rapport over rules and metrics. Article
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Call center terms and definitions -- utilization, attrition, occupancy, shrinkage
Lori Bocklund reviews common call center terms including attrition, utilization, occupancy, shrinkage in this expert tip. Ask the Expert
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Call abandon rate on 0800 numbers vs. 0870 numbers
Read Lori Bocklund's advice for determining call abandon rates for 0800 numbers and 0870 numbers in this call center tip. Ask the Expert
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5. A call center without physical boundaries
A virtual call center is a call center whose agents do not all work in one physical location. Quiz Answer
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1. Contracting call center work to neighboring countries rather than distant ones
Nearshore outsourcing describes contracting with people in neighboring countries for reasons of culture and practicality. Quiz Answer
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6. A call center agent is replaced by this automated program in an organization
A virtual agent takes the place of a customer service representative to assist customers. Quiz Answer
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Incremental Revenue (Value) Analysis
Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a call center. Definition
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blended agent
A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed. Definition
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average handle time (AHT)
Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction. Definition