Email Alerts
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Understanding call center occupancy vs. call center adherence
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. Answer
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How to increase call center staffing with Erlang C calculator
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. Answer
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How to implement an effective call center workforce management system
Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent ... Answer
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Work-at-home agents part of a shifting tide for West Marine
With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches. News
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Work-at-home agents part of a shifting tide for West Marine
With an aging contact center infrastructure and an expiring building lease, West Marine shifted its call center agents to a work-at-home model with some innovative approaches. Article
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How can I measure call center agents' unavailable and "not ready" time?
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. Answer
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How to maximize customer interactions to build customer equity
Get expert advice on how to maximize customer interactions to build customer equity. Learn effective ways to measure customer value, determine the cost of keeping a customer and how to set metrics that encourage call center agents to build customer s... Podcast
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Determining ratio of back-office agents to support inbound call center agents
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. Ask the Expert
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Managing customer conversations in the call center
Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers. Ask the Expert
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Call center interaction dos and don'ts
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do ... Special Report