We explain how a Contact Center Outsourcer looks at their existing costs and some of the contract considerations needed for an RFQ response.
We explain how a Contact Center Outsourcer looks at their existing costs and some of the contract considerations needed for an RFQ response.
Here is a list of all the items you would typically expect to see in a contact center budget.
Also includes some hints on how to track and forecast your budget for the coming year.
Thinking about outsourcing some or all of your Call Center or Contact Center? These 10 tips will help you with managing the relationship to ensure greater success.
Describes how Voice Analytics machines work and the functions of their different components. I also talk about some common uses and provide an overview of the positive aspects and some of the drawbacks of voice analytics when used in a contact center.
Improving Your Call Center Reporting and Your Operations.
Graphical Trend Reports can be a very helpful in your Contact Center. Turn boring data into actionable information.
Understanding Service Level and its Impacts on Cost and Service.
We explain what those numbers mean, the impact to your contact center and your costs when you run a high or low service level.
Also provide thoughts on SVL for certain businesses.
Hopefully some education to help you run your contact centre.
Here is an interesting bit of insight on work time vs paid time and the impact it has on the cost of Agent time within your call or contact center.
Call Center Management - Occupancy (one of most important measures in your Call Center)
What is Occupancy?
Why is it important?
How to calculate it.
What is “ideal” Occupancy.
Factors that drive Occupancy.
Here is a formula that helps you determine how many agents you will need to answer all your calls or e-mails.
Each part of the formula is explained in simple language and we have included a sample spreadsheet to help as well.
Call Center Management - Agent Cheat Sheets - good or bad in the Call Center?
What are cheat sheets? Why they can be a concern within your Call Center. What to do about them. Helpful information from www.careforcustomers.com
