Ask the Experts

Ask the Experts

• 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.  Continue Reading

• 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.  Continue Reading

• How can we determine the cost of keeping a customer?

  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.  Continue Reading

• How can I set metrics for customer satisfaction and customer profitability?

  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.  Continue Reading

• Methods to increase customer lifetime value via customer loyalty

  Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip.  Continue Reading

• 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.  Continue Reading

• How to calculate workforce management ROI and benefits for the call center

  Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload.  Continue Reading

• Questions to ask when analyzing call center talk time

  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.  Continue Reading

• 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.  Continue Reading

• 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 ...  Continue Reading

• 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.  Continue Reading

• 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.  Continue Reading

• Weighing benefits, risks of upgrading Oracle CRM in a down economy

  What are the risks of upgrading Oracle CRM in a down economy? Read risk assessment tips from Forrester Research and help determine how long it will take to get ROI from an Oracle CRM upgrade.  Continue Reading

• Three options for creating Microsoft CRM surveys

  Microsoft Dynamics CRM 4.0 does not provide survey questionnaire functionality out of the box, but here are three options for creating Microsoft CRM surveys.  Continue Reading

• Three management tips for overseeing call center agents on night shift

  There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents.  Continue Reading