BlueOcean

APRIL 16, 2024

As a result of these efforts, Blue Ocean has significantly improved their service levels and simultaneously realized thousands of dollars in cost savings for the client. Winners were announced during a gala event attended by more than 400 professionals from around the world at the Bellagio in Las Vegas, Nevada on Friday, April 12.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Call Center Weekly

OCTOBER 18, 2017

Occupancy: Make sure service level and time of day match occupancy. He has been recognized for pioneering forecasting theorems for social media, has served on various advisory board, and routinely speaks at industry event. Don’t flat line! Follow the leader: LinkedIn | Twitter.

Best practices 149

Best practices Contact Center Service level Accountability 149

Fonolo

AUGUST 15, 2023

The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Lowering your target service level means fewer agents are needed, which raises occupancy.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Global Response

NOVEMBER 6, 2023

Although call centers provide essential support and benefit to your business—including increased customer service availability, improved productivity and efficiency, stronger service levels and more—if a legal dispute or non-compliance issue is uncovered, your call center can end up costing you more than you imagined.

Call Center 62

Call Center outsourcing Telemarketing Healthcare 62

Fonolo

OCTOBER 9, 2018

Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. More information about this event can be found at [link]. How to Set a Winning Service Level.

Customer Care 78

Customer Care Gamification industry standards Service level 78

Global Response

OCTOBER 28, 2022

Drives Service Levels with Proper Forecast The ability to use historical data, trends and other variables such as special events, allows WFM to create volume and staffing forecasts that align with business needs. Maximize contact center potential to meet contract-driven service level agreements.

Contact Center 62

Contact Center Management Average Handle Time Service level 62

TASKE Technology

MARCH 7, 2013

This event was a great opportunity to hear cutting-edge insights from experts who will set the agenda for the future of technology and business. Risk management, client response times, and operational costs all play a role in your customer service levels. We’ve just returned from Cisco Li ve in London, UK. Until next time.

Service level 40

Service level Abandon rate Customer Service Contact Center 40

Global Response

MARCH 26, 2024

Setting clear expectations and SLAs (Service Level Agreements) The second step in building a solid partnership is setting clear expectations and well-defined Service Level Agreements (SLAs). The vendor should also have adequate disaster recovery procedures in the event of a cyberattack, data loss, or catastrophic event.

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Global Response

MAY 1, 2023

However, if you want to: improve the cost-effectiveness of your call center raise your service levels effectively improve CSAT and provide better customer experiences understand staffing needs to manage demand and call volume improve employee retention and satisfaction …then you need workforce management.

Call Center 62

Call Center Management outsourcing Coaching 62

Monet Software

JANUARY 20, 2021

Smaller businesses do not have enough staff to maintain acceptable service levels in the event of absences. Manual scheduling is simply inadequate to assure effective deployment of resources and maintenance of adequate customer service levels in dynamic environments such as this.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

Call Center Weekly

APRIL 27, 2018

If all goes well, service levels have been met, CSAT or NPS will be satisfactory and you may actually have time to take an uninterrupted lunch. At the end of the week, month or quarter, we review performance levels and take pride in the success of our centers. Such is the life of the contact center manager.

Government 120

Government Metrics Call Center Contact Center 120

ConvergeOne

NOVEMBER 30, 2021

Many wonder if they can recover data in a real-time human error event. There are several objectives and outcomes that most IT organizations require to maintain service levels, whether it’s a business that needs to be profitable or a public agency that must be able to endlessly provide service to the community, school, or city.

Service level 92

Service level Marketing Technology 92

Fonolo

SEPTEMBER 26, 2018

Really, it’s a promise, one you must keep in order to satisfy clients and maintain the service levels that will keep your long-lasting relationship with them buoyed. Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast.

Call Center 67

Call Center Abandon rate industry standards Service level 67

Spearline

MARCH 3, 2022

Network and telecom service costs money, and operational leadership is under pressure to manage these costs. It is this notion that often comes with a less clear service-level commitment from providers.

Quality management 97

Quality management Management Telecommunications Enterprise 97

Babelforce

MAY 18, 2022

When calculating incoming contact volume, there are regular events to consider, like: day of the week (Mondays might register higher volumes than Fridays); day of the month (the 1st, 15th, or 30th of each month might be busier); season (volumes might be lower during holidays). Service level goal. Conclusion.

Workload forecasts 52

Workload forecasts Call Center Average Handle Time Abandon rate 52

Quality Contact Solutions

DECEMBER 31, 1969

Service Levels. Occupancy Levels. Future Events That Impact Inbound Contact Solutions Planning. Not only do you need to look at metrics from the past, but you also need to look at any events happening in the future that are out of the ordinary. Call volume. Average Handle Time. Absenteeism.

Average Handle Time 58

Average Handle Time Telemarketing Call Center outsourcing 58

Aspect

MAY 18, 2020

In the new normal, workforce management systems must preserve as much information as possible about the deviations that caused the alarm to better understand whether an event warrants counseling. Workforce planners are reassessing target service levels, acceptable average handle times and adherence tolerances.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Transparent BPO

OCTOBER 23, 2019

With a plan in place, you can face whatever event lands on your doorstep, whether it’s weather-related , a man-made occurrence, geopolitical risk, company-created situation, or something else potentially just as stressful. Define Vendor Service Level Agreements. Determine the level of support provided by external contractors.

outsourcing 59

outsourcing Contact Center Service level Technology 59

Fonolo

SEPTEMBER 28, 2021

Service level – the percentage of calls answered within a specified time frame. Provide snacks for in-person meetings or allow employees to expense a meal during a virtual event. Host a virtual “matchmaking” event where a group of employees get to chat one-on-one with many different people.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

OCTOBER 26, 2023

In the call center, it’s often hard to determine what the right service level is – and service levels are naturally different on different channels. For some good examples, see Shai’s recent blog post on the subject: “Manager’s Guide to Call Center Service Levels.

Advertising 81

Advertising Feedback Call Center Wait times 81

Pipkins

AUGUST 26, 2019

Even with the dual Historical Pattern Recognition and Exponential Weighted Average forecasting algorithms, response to real-world events cannot always be prepared for. Special Event Re-Optimization: One key tool for Pipkins forecasting is The Special Events feature. There are two ways Pipkins handles special events.

Management 63

Management Contact Center Accountability Service level 63

DMG Consulting

DECEMBER 10, 2019

Scheduling modules should be able to determine an optimal schedule for each back-office function or task based on a combination of: employee availability and skills, shift rotations, service level requirements, vacations, lunches and breaks, training sessions, operating hours, and employee preferences.

Management 67

Management Service level Contact Center 67

COPC

MARCH 11, 2022

Managing/leveraging outsourced service providers. Attracting & retaining top talent to meet service levels. HR network said, “ It takes a significant or traumatic event like a pandemic or world war to get people questioning their lives and how work fits into it.” Key drivers affecting labor markets.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

ClientSuccess

JANUARY 25, 2021

Additionally, asking a customer to participate in customer marketing initiatives can provide an additional personal touch for customers who may be feeling a little down about their service levels. And, of course, your team should treat your customer speaker as the VIP they are once the conference (or virtual event) arrives.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Playvox

APRIL 6, 2023

They must also know when certain events – such as a weather event or a marketing campaign – will occur. Delays in data from three minutes and up can sink your service levels and other KPIs before you have a chance to take corrective action to balance the workloads.

Management 54

Management Contact Center Best practices Agent burnout 54

AWS Machine Learning

NOVEMBER 22, 2023

Operational excellence in IDP means applying the principles of robust software development and maintaining a high-quality customer experience to the field of document processing, while consistently meeting or surpassing service level agreements (SLAs). Set up regular game days to test workload and team responses to simulated events.

Best practices 82

Best practices Metrics Feedback Enterprise 82

Fonolo

MAY 31, 2022

Social event-planning. They’re likely to call in sick more often, impacting customer service levels. Utilization Rate will help you determine the total time your agents are logged in, assisting customers, and available to assist customers but doing other things. Some tasks to keep in mind are: Training sessions. Team meetings.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Fonolo

DECEMBER 5, 2019

It can also help you focus on areas that require improvement, for example, if customers are frequently asking complex questions about a product or service, there are probably steps you can take to reduce the number of inquiries. Metric #4: Service Level. Optimize Your Self-Service Channels. How does yours measure up?

Call Center 125

Call Center Metrics First call resolution Contact Center 125

SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Plan for all-company events and downtime. And, work with your agents so they can attend important company events.

Coaching 76

Coaching Management Contact Center Morale 76

VirtualPBX

JANUARY 27, 2022

It ensures that if we lose a possible customer prospect or forget to mention a special event, our call logs allow us to go back immediately and contact that person. Then, performance-based reports give a higher-level look at department-wide efforts, like the number of lost calls or service level by day and time.

Call Logging 98

Call Logging Coaching CRM Sales 98

Fonolo

OCTOBER 10, 2018

The call centers would notify the bot users about upcoming events, promotions, sales and product launches while working to convert them. Strong customer service creates a win-win situation for both the consumer and the company. Learn how to become an expert in Service Level Agreements (SLAs). Did it work?

Customer Service 104

Customer Service Call Center Entertainment Morale 104

Monet Software

NOVEMBER 30, 2018

A WFM solution cannot do its job without historical data that provides insight into service level metrics and past experience. There may also be times when Thanksgiving and Hanukkah occur at the same time, resulting in deeper analysis of previous call patterns for both events. Sporting Events. Technical Difficulties.

Contact Center 59

Contact Center Metrics Service level Accountability 59

Fonolo

JULY 25, 2019

Even utility companies that operate in a de facto monopoly have regulators mandating certain customer service levels with corresponding CSAT scores. While utility companies can certainly do their best to control customer service metrics like CSAT, they do not control the weather. Optimize Your Self-Service Channels.

Call Center 57

Call Center Interactive Voice Response Self service Customer retention 57

Talkdesk

DECEMBER 27, 2019

Presenting outstanding call quality, reliability and an available 100% Uptime Service Level Agreement (SLA), Talkdesk cloud solutions were easily the winner. Additionally, the integration with Salesforce Lightning Flow further allows for automations on client-specific events.

contact center solutions 59

contact center solutions Cloud contact Contact Center Enterprise 59

Up Your Service

APRIL 30, 2017

Through perspective-changing insights and case studies, you will learn how the world’s best performing companies have changed the game through service – and how you too can follow this proven path to an uplifting transformation. I saw the author at a business event called “Growth Summit”, where he was one of the main speakers.

Technology 75

Technology B2C Government Service level 75

Fonolo

APRIL 13, 2021

These services provide hands-on relief for call centers by helping them better negotiate call volume spikes during peak periods, whether those periods are related to seasonal shopping days (Black Friday, Cyber Monday), seasonal events (tax season, winterizing services, etc.), or widespread crises (pandemic, PR crises, etc.).

Call Center 125

Call Center Abandon rate outsourcing call center professionals 125

Fonolo

MAY 31, 2022

Social event-planning. They’re likely to call in sick more often, impacting customer service levels. Utilization Rate will help you determine the total time your agents are logged in, assisting customers, and available to assist customers but doing other things. Some tasks to keep in mind are: Training sessions. Team meetings.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67