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Contact Center Productivity

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Feb. 18, 2012

Becky Mcginity and 1 other person answered this question

Is your call center using a hosted (cloud based) call center provider?

Hey Annie,
Let me share my experience with you. I have a medium sized business in Brisbane, Australia. My business is to provide cab facility to anyone in Queensland. People just need to call on my company’s support number. Hence a lot of calls (sometimes ... more

Cloud-based Call Center

Contact Center Productivity

Contact Center Setup

Contact Center Technologies

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Feb. 23, 2011

Lee Anne Wimberly answered this question

How do you deliver and track off line work items?

Knowlagent users move many of these common shrinkage activities to wait time. They create "activity queues" that are delivered during idle time, creating active wait sessions. Then they can track the productivity of each session. more

Customer Service

Information Technology

Contact Center Productivity

Contact Center Solutions Productivity and Software and Hardware

Feb. 5, 2011

Laurence Barrett and 11 other people answered this question

IVRs - love them or hate them?

Uttam, I still think there are bad for real customer service but pleased to see that they obviously fit what you want to do.
Regards more

Customer Service

Information Technology

Sales

Contact Center Productivity

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Feb. 1, 2011

Susan Leighton and 4 other people answered this question

How much time do you devote to coaching your agents at your contact center?

When I was a unit manager in a contact center, 60% of my time was devoted to coaching my agents. I would do side by sides with them on a monthly basis so that I could listen to their phone calls. Afterwards, we would go ... more

Jan. 8, 2011

Lee Crites and 5 other people answered this question

Have you deployed auto-answer/response technology?

If by "autoanswer" you mean a short interaction to get someone to the "right department," then there is actually a chance that might happen. You know, the "press 2 for sales, 3 for technical support, 4 to win the lottery, zero for the operator" kind ... more

Dec. 29, 2010

Justin Flitter and 1 other person answered this question

What are some ways that you are using social media in your contact center?

I'm not sure agent productivity is quite the right angle here unless you're delivering CS specifically and mainly through social channels.
I find that if you are receiving support related tweets you will need your CS or contact center teams to be engaged in answering them ... more

Customer Service

Marketing

Sales

Contact Center Agents

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Dec. 28, 2010

Carlos Merideth and 3 other people answered this question

Contact Center Best Practices: What are your tips for improving performance in your contact center?

For short actionable tasks that can be done tomorrow:
1. Eliminate duplicate work, I guarantee it is there. I have found the most successful reps find ways to limit every single movement they do.
2. Multi tasking, this is a piggyback to number 1. The ... more

Dec. 27, 2010

Jon Arnold published a brief

2011 – Two Key Telecom Trends for SMBs

Information Technology

Small Business

Collaboration Tools

Contact Center Productivity

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