-
Survey Parameters
This varies based on the firm and the purpose of the survey. The survey can target a random sample…
0 -
Forecasting Workload
Forecasting workload is a form of predictable analytics, we are using historical data to anticipate the future.
-
Workforce Scheduling
Workforce Scheduling Agent work schedules or shifts are generally allocated via an automated bid or preference process.
-
Intra Day Management
The Intra-Day Management organization monitors all contact activity and agent productivity, comparing forecasted workload to actual workload received and…
-
Kano Questioning Approach
The Kano methodology is a proven technique for determining customer requirements while dispelling popular organizational myths or biases around…
-
Request for Proposal Process
Procurement solicitations for the acquisition of technology, hosted solutions, or personnel or call center sourcing require a structured process…
-
Call Center Retention Best Practices
In order to retain employees and achieve attrition of no more than 15% annually (employees leaving the firm either…
-
The Relationship between Handle Time, First Call Resolution and Customer Loyalty
Call center operators frequently assert that quality and efficiency are mutually exclusive goals; that reducing transaction times negatively impacts…
-
Emerging Call Center Technology Trends: Distinguishing Hype from Reality
Emerging technologies that promise to revolutionize call center strategy, operational processes, and the customer experience generate marketplace enthusiasm.
