Email Alerts
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Which call center billing model should I use?
What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center. Answer
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How to define the soft ROI benefits in the contact center
It can be difficult to explain and interpret intangible data and soft ROI benefits for the contact center. Expert Donna Fluss explains how to present the data, and how using quality monitoring applications can help. 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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How long should I spend on the quality monitoring process for each call?
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. Ask the Expert
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In calculating utilization rate, should we subtract time for break/lunch?
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. Ask the Expert
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Using weighted averages to calculate ASA and abandonment rate
Your ACD should report ASA and abandonment rate for defined time periods, considering the volume handled. However, if management wants you to combine time periods, using a weighted average provides a more realistic picture of a particular measurement... Ask the Expert
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Using a call center staffing calculator to determine staffing needs
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. Ask the Expert
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Two ways to calculate average handle time: At the agent level vs. queue/skill level
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. Ask the Expert
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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