Revisiting Your Service Level Objectives

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland service level workforce management

Revisiting Your Service Level Objectives

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Videos Workforce Management Brad Cleveland service level workforce management

Revisiting Your Service Level Objective

Brad Cleveland

Call Center Contact Center Customer Access Strategy Leadership Videos Workforce Management Brad Cleveland customer access customer access strategy Customer Service service level workforce management

Service Level: Realistic Targets, Taken Seriously

Brad Cleveland

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.

Calculating Service Level in Light of Customer Experience and IVRs

Taylor Reach Group

Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Example: Service level threshold is 30 seconds; 100 calls are answered, with 80 answered within 30 seconds and 20 answered in more than 30 seconds. Service level is 80/100 or 80% in 30 seconds. Service Levels for IVRs.

Service Level: Realistic Targets, Taken Seriously

Brad Cleveland

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.

What Should Our Service Level Be?

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Videos customer access customer access strategy Customer service statistics service level

Customer Story: Clearlink Maximizes Service Levels with inContact

inContact

Customer Story: Clearlink Maximizes Service Levels with inContact. Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive.

Is an 80/20 Service Level Your Call Center’s ‘North Star’?

Fonolo

If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. Service level is always given as a pair of numbers: a percentage value and a time value in seconds. Service Level Pitfalls.

Service Levels: Why They Suffer, and What You Can Do About It

Monet Software

Service level is just one element that contributes to a customer’s positive call center experience – but it’s an important one. Faulty Forecast If call volume or call patterns are different than what was anticipated, it will affect service level.

Building a Resilient Contact Center

Contact Center Pipeline

Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy

Two Steps That Will Improve Your WFM Outcome

Contact Center Pipeline

Most of us WFMers work to achieve a service goal for every single interval of every single day. But sometimes management is only looking to meet service levels at the monthly rate, and they are not down in the […]. Workforce Management call center contact center forecasting service level WFM workforce managementWe do this by reforecasting regularly and optimizing schedules until there’s nothing left of extra capacity.

The SBR Balancing Act

Contact Center Pipeline

Call routing call center call routing call-flow design contact center occupancy service level skills-based routingSkills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years.

Cloud Ushers in “New Rules” for Technology Selection

Contact Center Pipeline

Technology call center cloud solutions contact center request for proposal RFP service level agreement SLA SOW Statement of Work technology implementation technology sourcingProcurement processes are undergoing change in concert with the revolution ushered in by cloud solutions.

The 80/20 Rule Is Dead! You Can Do More with Social Media Data

Aria Solutions

For the sake of all great social experiences, let’s revisit one of the most common and basic measures of contact center success – the service level. Relying on service level to measure customer satisfaction. What is good service?

Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service Level. Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. A 70 – 30 service level, means 70% of calls were answered within 30 Seconds.

Accessibility and Quality Work Together

Brad Cleveland

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? That’s one of the most common myths in customer service. Or the other way around? Accessibility and quality are closely related and complementary.

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

Organizational reporting, by its very nature, aggregates the performance below the organizational level. The queue reports will aggregate the shift and team performance while the team level reporting aggregates the individual Agent performance. This is analogous to an airplane descending, things get clearer as we get closer, but the breadth of the view gets smaller until we get to ground level. o service level. By: Colin Taylor.

The Problem with Daily Averages (and the Solution)

Brad Cleveland

Call Center Contact Center Customer Service Videos Brad Cleveland Customer service statistics service level service operation

Should We Have Objectives for Abandonment?

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Customer service statistics service level

KLM Provides Wait Time Estimates on Twitter Page

Brad Cleveland

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide wait time estimates, updated every five minutes. This is a good example of an organization that meets customers where they are.

The Edge of Service™, Issue 9: How "Waiting in Line" Is Changing

Brad Cleveland

The Edge of Service™ Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three things to know about queues: They will always be with us.

The New Era of Customer Relationships: Are You Ready?

Brad Cleveland

Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s commitment to service before making brand or product decisions. Bad experiences (even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Multi-channel Support Brad Cleveland customer loyalty Customer Service service level

Is Your Strategy Working?

Brad Cleveland

Contact types: The major types of interactions that … Customer Access Strategy Brad Cleveland Call Center Customer Service routing service levelGiven the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs.

4 Measurements of CX Success in the Outsourced Contact Center

Callminer

And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. It is one of the strongest expansion levels of any outsourcing market sub-segment.

Top 5 Posts in July

Contact Center Pipeline

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help you stay on target to meet monthly or weekly service level goals; a look at how customer experience is driving new levels of business growth; why customer satisfaction survey data isn’t […].

5 Ways to Get More Out of Your Agent Training

Contact Center Pipeline

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success.

The Power of One: Every Agent Matters

Brad Cleveland

This video shows the impact each person makes on service level, occupancy and average speed of answer. This video is from the course Customer Service: Working in … Call Center Contact Center Customer Service Agents Brad Cleveland Lynda.com Power of One

Don’t Forget the Oboes

Brad Cleveland

For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results. A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction.

Call Recording for BPOs and Call Center Outsourcers

OrecX

Calibration tables to standardize service level expectations and measure quality across sites, teams and agents. Detailed reporting including form-level summaries, section-level details and question-level details.

Putting Abandonment in Perspective

Brad Cleveland

What should our service level be to keep abandonment under … Call Center Contact Center Customer Service Leadership Workforce Management abandonment Brad Cleveland Call Center Management On Fast Forward workforce management

Don’t Forget the Oboes

Brad Cleveland

For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results. The effort to understand how specific activities and measures influence overall results … Call Center Contact Center Customer Service Leadership Brad Cleveland Call Center Management On Fast Forward

Common Causes of Employee Turnover

Brad Cleveland

… Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland Call Center Management On Fast Forward employee turnover

Common Causes of Turnover

Brad Cleveland

… Call Center Contact Center Customer Service Leadership Organization and Culture attrition Brad Cleveland Call Center Management On Fast Forward retention turnover

5 Books Every Contact Center Supervisor Should Read

SharpenCX

You’re responsible for agent development, maintaining service levels, policy reviews, various administrative tasks, and the list goes on. As a contact center supervisor, your plate is full. On top of it all, you’re expected to stay up to date with industry best practices and continually develop your personal skill set in order to remain a [.]. Read More. The post 5 Books Every Contact Center Supervisor Should Read appeared first on Sharpen Contact Center Software.

Declare Your Independence From Spreadsheets

Monet Software

When that happens, resources are wasted and service levels are missed. Consistent, accurate service levels, and shrinkage cut by as much as 15 minutes per agent day.

"Follow the Leader" Featuring Todd Hixson

Call Center Weekly

Occupancy: Make sure service level and time of day match occupancy. What are some forecasting best practices that you utilize? Here's a quick tip for each area of forecasting. And yes, make sure you include all four! Volume: Clean anomalies.

Contact Center Metrics ARE Customer Experience Metrics

Customer Service Life

What about average handle time, service level, or agent attrition? Service Level. Service level is our commitment to customers to answer or respond in a certain amount of time. Contact Center Customer Experience Customer Service Jeremy

Workforce Management According to Jeremy(s)

Customer Service Life

Here’s a working definition to get us started: Workforce management in the contact center is about predicting the staffing required to handle customer contact volumes within a desired service level. Contact Center Customer Service Jeremy