Call Center Industry News and Tips
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
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
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
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
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
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
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
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.
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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.
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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.
Call Center Schedules: Their Importance
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.
Employee Scheduling – What is the Key to Getting it Perfect?
By James C F
There is an unwritten rule in the employee scheduling rulebook and that is: If you want to retain employees, provide high levels of customer service where customers fill out positive surveys about your operation. With the preceding in mind: you need to perfect employee scheduling. Yes. It goes without saying, if human resource management (as it pertains to employee scheduling) is not properly addressed, declination in profits is the result. The following article is written for the service-level manager whose intent is to perfect employee scheduling.
The first order of business when putting together the employee schedule is to review the needs of the business. What are the hours where traffic is at its highest level? What hours of the day require the least amount of coverage? When is it necessary to increase levels of staff?
