Email Alerts
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Finding that special agent
With legislation like "do not call" and the evolving responsibilities of contact center agents, screening for the right employees has become more important than ever. Article
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The difference between AHT and calls per hour
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Two service strikes and you're out
A new survey shows just how bad service has to be before customers will jump ship. Article
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The sky's the limit for contact center agents at Continental
Turnover at the airline's call center is among the lowest in the industry, thanks in part to the career path the company sketches for its service agents. Article
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Creating incentive programs for nontraditional call center agents
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Determining first call resolution metrics for an inbound call center
One reader asks, "What level of first call resolution (FCR) should I set for an inbound center?" Read Lori Bocklund's advice in this expert tip. Ask the Expert
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Bad bosses, and how to deal with them
Management experts and authorities on organizational behavior agree that the best ways to deal with an inept, absent or micromanaging supervisor are to communicate, negotiate and learn by negative example. Tip
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Using a delay message to advise callers when to call
Some call centers have had success using their delay message to alert callers the best hours to call, says Lori Bocklund. Learn more in this expert tip. Ask the Expert
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Metrics for the smaller call center
One reader said, "My call center is much smaller than the "industry average" and I would like help calculating these average metrics for call centers my size." Read Lori's advice here. Ask the Expert
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Public Switched Telephone Network
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