Monet Software

NOVEMBER 13, 2020

What is call center shrinkage? One of the most important concepts in schedule adherence is shrinkage. Shrinkage can be defined as the time for which people are paid during which they are not available to handle calls. This comes about due to a host of potentially hidden areas of shrinkage.

Call Center 62

Call Center Schedule adherence Contact Center Service level 62

Nicereply

JULY 27, 2021

So how do you measure your current capacity and plan for future growth? Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. The concept of shrinkage is to bridge the time gap between the ideal staffing and the realities of a team.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Monet Software

DECEMBER 12, 2019

Anticipating the future is a core mission for any contact center. Inevitably, the CFO wants an accurate budget and the recruitment team needs to know how many full-time equivalents (FTEs) to bring on two months from now. Fortunately, contact center forecasting requires neither a crystal ball nor a math Ph.D. Historical Data.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

teleopti

AUGUST 23, 2019

Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. . Focus too heavily on what matters internally and you’ll lose sight of what really matters to agents, customers, and the overall business.

Coaching 63

Coaching Morale Best practices Contact Center 63

Monet Software

JULY 30, 2019

This specifically applies to contact centers which are in the frontline of customer service and are gathering heaps of information, insights and data every minute, every hour, every day. As a call center manager, these waves of data that come from different channels and platforms can be overwhelming. Want to know the best part?

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Customers That Stick

NOVEMBER 13, 2014

I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. Tell us how one outside influence impacted your customer service or customer experience thinking.

Customer Experience 137

Customer Experience Contact Center Big data outsourcing 137

Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Call SLA: Call SLA looks at what % of the calls are answered in X seconds.

Call Center 45

Call Center Metrics Schedule adherence First call resolution 45