Boosting Your Call Center’s First Contact Resolution

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“This article is brought to you courtesy of Call Center Times.” By Galina Solopova, CallScripter No matter if you are a small business or an enterprise, managing a contact center means finding a balance between contact center efficiency and customer satisfaction. To improve contact center efficiency, managers need to get the most optimal productivity from their agents (answering as many … Read More

Staffing Smart = Bucks to the Bottom Line – Economics 101

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By: Bruce Belfiore, CEO, BenchmarkPortal Do you know what your average cost per call is? If not, you should make the effort to compute it. It is a key metric because important decisions should take it into account, including staffing decisions. Consider one center that had an abandon rate of 6.5%. With some discussion, research and effort, the following calculations … Read More

Get Out of Your Comfort Zone: Make the Transition from Spreadsheets to Workforce Management

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By Lori Kyker, Senior Consultant to Pipkins, Inc Change can be difficult. Often, change is resisted even when it will enhance our life or make it easier. We create justifications for our resistance and over time, the justifications become accepted reasons without further analysis. Technology is designed to make our jobs less tedious; however, many contact centers struggle with implementation … Read More