Problem solve
Get help with specific problems with your technologies, process and projects.
Problem solve
Get help with specific problems with your technologies, process and projects.
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
Tips for using analytical tools to take action on customer data
When used effectively, customer data can provide decision-making support, increase profits and provide a competitive advantage. Find out how to use analytics tools to leverage customer information. 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
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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
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
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
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
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
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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
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
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