Posted By Thursday, June 11, 2015
Workforce Management (WFM) software got its
start in contact centers and is also used in other service
businesses that employ a large number of hourly wage workers. The
main goal of WFM is to view business metrics that will help contact
centers schedule the right number of agents needed.
WFM software is crucial to the productivity of contact centers.
It allows managers to forecast transaction volume and schedule the
right number of agents while accounting for breaks, training,
vacations and... continue reading this post »
Posted By Tuesday, May 19, 2015
With expectations constantly rising, companies are seeking
service options that allow companies to learn more about their
customers to help them resolve issues and complete transactions
quickly and efficiently. Innovative solutions abounded at
ICMI Contact Center Expo with updated multichannel customer
experience measurement tools, versatile contact center management
solutions and advanced support applications. In this final report,
we review some products presented on the exhibit floor.
... continue reading this post »
Posted By Friday, May 15, 2015
Beyond the opportunity to get product information from
approximately 70 suppliers, professionals at the ICMI Contact
Center Expo in Orlando, FL (May 4-7) were able to take advantage of
a number of educational and social events in and out of the exhibit
hall. The show floor included book signings, Solution Spotlight
sessions focusing on the benefits of specific products, an opening
night reception, an Awards Party, as well as external site tours of
the Disney World Reservations Center, Jet Blue... continue reading this post »
Posted By Thursday, May 7, 2015
As a frequent keynote speaker on workforce optimization at
tradeshows and conferences, Roger Lee (AKA Dr. WFO) is always a
when some of the contact center professionals in the audience don’t
know what the acronym “WFO” means.
Most people are more familiar with the term Workforce Management
(WFM), which is actually a component of WFO. Workforce optimization
is a more inclusive technology that not only incorporates staffing
requirements, but usually includes tools for strategic... continue reading this post »
Posted By Friday, April 24, 2015
the Professional Association for Customer Engagement, is a
non-profit industry trade organization dedicated to helping
companies that take a multi-channel approach in engaging their
B-to-B and B-to-C customers. PACE held its annual national
convention and expo at the Atlanta Marriott Marquis from
April 19-22, 2015. Delegates from the full spectrum of contact
center operations and businesses turned out to gain insight on the
latest evolving technologies, and to stay on top of... continue reading this post »
Posted By Wednesday, April 22, 2015
by Ric Kosiba, Vice President, Bay Bridge, Interactive
When you spend a lot of time on the road talking to customers
and prospects, you start collecting stories, and the stories I’ve
gathered usually come from the mouths of contact center planners
and workforce managers. And these stories are often about how
things in call centers can get messed up.
Organizations and operations can become dysfunctional for a lot
of reasons. I’m always fascinated when the dysfunction is brought
about... continue reading this post »
Posted By Wednesday, April 8, 2015
At first, callback queuing (CBQ) sounds counter-intuitive: why
would a customer call a company just to talk to them later? Nobody
wants to wait in a queue.
Actually, this type of “return later” queuing has been used for
years. This is the same idea as taking a number at the DMV and
passing time in the lobby, sipping a cocktail at a restaurant bar
while waiting for a buzzer to alert you that there’s a table, or
having fun in a theme park until your scheduled time to ride a
In... continue reading this post »
Posted By Tuesday, February 17, 2015
Software is an essential component of a high-volume contact
center. From being an important element of sales to managing
complex tickets, CRM dashboards and metrics play a vital role in
your contact center.
3 Important Types of CRM Dashboards
1. Key Performance Indicators Dashboard
The KPI dashboard allows the contact center to identify trends
using data that’s been collected over a long period of time.
Relevant metrics include average seconds to answer, call
resolution, cost per contact, and... continue reading this post »
Posted By Thursday, February 12, 2015
The more efficient a workforce,
the better customer relationships will be managed and the more
profitable the company will be. According to Forrester Research,
just 31% of brands carefully monitor customer interactions for
quality. In 2015, contact centers will see better CRM software with
features that will enable the brand to target, observe, and improve
key performance indicators (KPIs), while also letting companies
watch metrics in real time. Collected data will show companies
where there... continue reading this post »
Posted By Wednesday, February 11, 2015
This blog is contributed by Ric Kosiba, Interactive
last post discussed
the attributes of a good contact center resource plan. We
hinted at another aspect of contact center planning—that it truly
is itself a process—and I wanted to elaborate here. In the
1990’s, a company would put together a plan and a budget for
January and use it to restrict all additional resources and
spending for the next twelve months-- which is why “The Budget” was
Over the last 10 years... continue reading this post »
Posted By Wednesday, January 7, 2015
Examining data from their most recent 164 games, FantasySalesTeam uncovered interesting trends.
Below are 10 tips for increasing results and engagement through
your sales incentive programs. You can also read the full analysis ,including data.
• Leverage Team Competition: Games/incentives which use teams
and get players (reps) pushing and relying on each other, are
more effective than individual-based contests.
• Create Multiple Ways to Win: When you only have one way to win
the incentive,... continue reading this post »
Posted By Tuesday, November 11, 2014
According to the Service Quality Measurement Group, first call
resolution (FCR) has the largest affect on customer satisfaction.
FCR should be one of your contact center’s top
priorities - according to Customer Relationship Metrics, caller
satisfaction rate drops by 35-45% when a second call is made
concerning the same problem. These four tips will help your contact
center solve each customer’s problem the first time you speak with
1. Educate Contact Center Agents
Provide agents with the... continue reading this post »
Posted By Tuesday, October 7, 2014
Metrics are an excellent barometer for measuring and monitoring
call center results, as well as finding areas for improvement.
However, is your contact center measuring the right results? Are
you identifying the correct opportunities? Stats are available
around-the-clock, offering plenty of chances to waste your time
measuring the wrong data. Consider the following common metrics
when determining what’s best for your specific contact center.
Average Handle Time
Average Handle Time (AHT) is the... continue reading this post »
Posted By Monday, October 6, 2014
There’s a big difference between an average contact center and a
world class one, much of which has to do with First Call Resolution
(FCR). The following best practices can help take your call center
from great to top notch.
1. Return on Investment (ROI) Awareness
What happens if a problem isn’t solved during the customer’s
first contact? Not only can this affect operational savings, but
the customer could stop doing business with the company altogether.
The cost of not effectively managing FCR is... continue reading this post »
Posted By Monday, September 15, 2014
When asked about their experience with the customer service of
companies, only seven percent of consumers responded that they have
received service that surpassed their expectations. Meanwhile, 26
percent report having had to deal with being passed between agents
with ultimately no resolution to their original problem.
That is abysmal.
It is also perilous, considering that it takes 12 positive
service experiences to compensate for just one negative experience,
and is 6 to 7 times more costly to... continue reading this post »