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.
Posted 1 year ago
Tags: call center agent management, call centre, customer service, Call Center Management, contact centre, costs in a call centre, coaching, call centre education, improving a call centre,
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.
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Tags: contact center, Contact centre, call center, Call Centre, Service, Service level, SVL, operating a contact centre,
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.
Tags: call center, outsource, outsourcing, outsource contract, top 10, working with an vendor, Call Center Management, contact centre, contact center, contract, off shore agents, vendor, call centre management, managing, operating a contact centre,
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.
Tags: call center, call centre, contact center, contact centre, costs in a call centre, budgets, 2011 budget, Call Center Management, call center support,
