All contact centre managers are familiar with the more commonplace methods of measuring performance across a contact centre such as average handling time (AHT), first-call resolution, percentage of calls abandoned, etc.
So, how can we manage to get more performance from our agents?
A new metric to add to the armoury is adherence. Andy Turner provides some pointers about how to get your employees to stick to their schedules. (more…)
There has been a lot of hype recently about emotion detection. Many people have been unsure of how well it works, or if it even exists!
We asked our panel of experts for their opinion. (more…)
An increasing amount of contact centre traffic is now being handled by email. But how can we get the best out of it?
We asked a number of email management providers for their top tips. (more…)
We all measure the number of calls answered in 15 seconds, and the amount of wrap-up time. Why? Because they are easy to measure.
Richard Snow’s research indicates that they may have gone past their sell-by date. (more…)
David du Toit gives us his top five predictions for call centre communication technologies to watch out for this year. (more…)
Workforce management is difficult enough in an inbound call centre, but when you go outbound it can become a lot more complex. Simon Angove gives a few pointers. (more…)
The term a “360-degree view of the customer” has been used in the industry for several years. But what exactly does it mean, and what information would you actually display on the agent desktop?
We asked our panel of experts for their opinion. (more…)
Do you keep on having to buy new headsets for your call centre? Ever wondered where all those call centre headsets have gone?
Jonty Pearce thinks they may be in people’s cars. Read on to find out more. (more…)
Well, you have been voting like mad and after receiving an amazing 300 votes from 146 companies, here are the results (ranked according to the number of votes)….
Thanks to everyone who voted and congratulaton to the winners!
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It’s simple to throw technology or people at the challenge of managing call-backs in the call centre but it’s far more difficult to manage the process to deliver optimal outcomes. Richard Farrell explains how it can be done. (more…)
