What Is an Acceptable Hold Time?
By Jose Phinehstr
The most important role in the call center business is that of the customers. Customers are the blood of the call center industry. [Read more...]
Employee Scheduling – An Important Feature in Service Industry to Accumulate Larger Business Profits
March 11, 2012 By Leave a Comment
Employee Scheduling – An Important Feature in Service Industry to Accumulate Larger Business Profits
By Ryan Fyfe
From the recent developments in business and amendments in the professional working patterns, it has been observed that the employees who are working round the clock are responsible for the flow of business profits. [Read more...]
The Necessity of Call Center Schedules for Evading Emergency
January 27, 2012 By Leave a Comment
The Necessity of Call Center Schedules for Evading Emergency
By Marry Miller
Call center operations receive an optimum functionality when the performance of the customer calling representatives is duly dependable on the style of working. [Read more...]
Workforce Management – Efficient Management of the Workforce in a Company
November 1, 2011 By 1 Comment
Workforce Management – Efficient Management of the Workforce in a Company
By Ryan Fyfe
Workforce management or WFM consists of the total activities that are necessary to maintain the production workforce in a company.
[Read more...]
Using a Hosted ACD to Improve Customer Service
September 7, 2011 By 1 Comment
Using a Hosted ACD to Improve Customer Service
By Christopher S Ray
Customers contact call centers for multitudes of reasons. Nobody wants to wait fifteen minutes only to discover that another transfer is necessary to get them to the right person. And does anyone really believe that you are experiencing "unusually high call volumes?"
Call Routing Techniques
September 7, 2011 By Leave a Comment
Call Routing Techniques
By Laurie Leonard
Be honest: when you make a call you want to talk to a real "live" person. Guess what? So do your clients and sales prospects. A valuable tool you can use to ensure that your calls can always be answered is your telephone company's call routing features.
4 Tips to Make Employee Scheduling Easier
September 2, 2011 By Leave a Comment
4 Tips to Make Employee Scheduling Easier
By Carolyn Villanueva
If you're a scheduling manager who's spending countless hours preparing employee work schedules, trust me, you're not alone. Week after week, managers and supervisors have to produce efficient and error-free schedule that will keep the business operations running smoothly.
Common Concerns With Staff Scheduling and How an Employee Scheduling Software Can Help
September 1, 2011 By Leave a Comment
Common Concerns With Staff Scheduling and How an Employee Scheduling Software Can Help
By Carolyn Villanueva
If you're managing a company where everybody clocks in at 8 and leaves at 5, you should have little cause for worry where scheduling employees is concerned. For most staffing managers and shift supervisors of multi-shift, multiple-location businesses however, employee scheduling can be a nightmare.
[Read more...]
Wish to Work From Home? Virtual Call Center Software
June 20, 2011 By Leave a Comment
Wish to Work From Home? Virtual Call Center Software
By Naveen Kumawat
A typical call center has a number of agents grouped together in a specified location. All the agents are physically present at the same place. Sometimes the workforce is distributed across the country or even the world. There is also a concept called virtual call center. To run a virtual call center, it is important to have the right kind of equipment and supporting software. It should be functional and affordable apart from being easy to deploy.
[Read more...]
How Call Blending Can Help You Achieve Maximum Service Levels
June 16, 2011 By Leave a Comment
How Call Blending Can Help You Achieve Maximum Service Levels
by Mark S Serbol
Effective matching of both service level and budgetary targets for staff is one of the major call center problems. If we over-staff we will be over budget, if we under staff our service level will suffer. Although there are many work force management packages the market that will help you in this difficult area you will still face a constant battle to achieve the call center service levels required cost effectively.
[Read more...]
The Future Of VoIP Call Center Solutions
April 3, 2011 By Leave a Comment
The Future Of VoIP Call Center Solutions
By Preston Mane
Do you know why the call centers are termed so? This is because in the earlier days, they only used to receive the voice calls over the phone.
[Read more...]
Call Center Schedules: Their Importance
February 2, 2011 By 1 Comment
Call Center Schedules: Their Importance
By Ivana Lewis
Call centers work on schedules that are generally dictated by factors like call volumes. When the inbound call center predicts that there will be high call volumes, they schedule more agents on the job. During the leaner hours, the reverse happens. The Holiday season is the perfect time to work under schedules that suit the truncated workforce at the BPO units. Now is the time when a majority of your staff will be away from their desks.
