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

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

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

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

Monet Software

AUGUST 1, 2019

It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by cutting costs that don’t impact customer service. Instead, call centers pay a monthly subscription fee that, in many cases, will also cover training, support, maintenance and upgrades.

Call Center 48

Call Center Schedule adherence Analytics Sales 48