Insite Managed Solutions

DECEMBER 23, 2015

Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Conference Topics vs Company Priorities. Improving Workforce Management to Optimize Service Levels. Top 5 Self-Service Pitfalls. Conference Chatter. Turning a Contact Center into a Profit Center.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Conference Topics vs Company Priorities.

Management 40

Management Abandon rate Metrics Contact Center 40

Insite Managed Solutions

MAY 23, 2013

Customer Experience Design: Driven by economic pressures and commoditized services, call centers are using the customer experience landscape to differentiate themselves. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40