CRM / Call Center Topics:
Call center manager
Call center managers and supervisors, browse this topic section for news, advice and case studies to help improve call center performance. Find out how to choose and use call center metrics effectively and how to interpret statistics. Learn to evaluate and monitor agents and motivate and retain employees, plus how to measure call center agent job satisfaction and reduce churn. Also learn how to train customer service representatives, create call center schedules and plan effective staffing, plus how to decrease average talk time in an inbound call center. Research how to design a call center, how to prepare and follow a service-level agreement (SLA), how to predict call volume and manage a contact center budget. Learn call center outsourcing best practices. Find details on how to use quality monitoring tools, achieve first call resolution (FCR) and measure occupancy and average handle time (AHT), while still considering customer satisfaction and incorporating customer surveys into the call center.
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Understanding call center occupancy vs. call center adherence
Answer - 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.
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How can I measure call center agents' unavailable and "not ready" time?
Ask the Expert - 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.
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How long should I spend on the quality monitoring process for each call?
Ask the Expert - Find out how long to spend on quality monitoring process for each call in your call center in this expert tip. Learn why top-tier quality monitoring (QM) software can speed up the call center quality monitoring process.
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How can I set metrics for customer satisfaction and customer profitability?
Ask the Expert - You can establish call center metrics that encourage agents to build customer satisfaction while also improving profitability. Learn how in this expert tip from Don Peppers.
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How can we determine the cost of keeping a customer?
Ask the Expert - How can you determine the cost of keeping a customer who is threatening to leave? Learn methods for calculating customer profitability for one customer or for a group.
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Determining ratio of back-office agents to support inbound call center agents
Ask the Expert - 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.
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In calculating utilization rate, should we subtract time for break/lunch?
Ask the Expert - In calculating utilization rate for the call center, should you subtract out the time that call center agents are on break/lunch? Get expert advice about how to calculate utilization rate in this tip.
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Questions to ask when analyzing call center talk time
Ask the Expert - The best way to lower talk time in the call center is to carefully analyze what factors are driving the talk time. Learn what questions to ask when looking at call center talk time and how to develop an escalation plan for agents.
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Two ways to calculate average handle time: At the agent level vs. queue/skill level
Ask the Expert - Some tools calculate average handle time (AHT) on a call center agent level (VAG), while some tools report AHT on queue/skill level (VQ). Get expert advice about calculating AHT in this tip.
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Using a call center staffing calculator to determine staffing needs
Ask the Expert - Correct call center staffing requirements cannot be determined by the number of agents and occupancy. Find out the best way to determine the number of call center agents you need.
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