Operations and Management (79)

Discussions Replies Latest Activity

Does anyone mind sharing their contact center's inclement weather policy?

We're in the process of developing an inclement weather policy for our small contact center (which is 24/7), before we do so I'm interested…

Started by Hope Pace

0 Mar 6, 2013

First Contact Resolution (FCR) - Complimentary Webinar

I will be presenting a complimentary Webinar...You're invited. Getting it Right the First Time: 8 Strategies for First Contact Resolution  …

Started by Kathryn Jackson

0 Mar 8, 2012

Contact Center Protocol - How do agents handle potential suicide or physical/sexual abuse calls?

I am working with a client that is currently rewriting their process and protocol on how to handle these sensitive calls. How did you devel…

Started by Kathryn Jackson

8 Jan 19, 2012
Reply by Kathryn Jackson

Are you ironing wrinkles or developing a new shirt?

I heard a great quote today.    "Most companies want me to pay them to iron the wrinkles out of my shirt.  What they don't understand is th…

Started by Kathryn Jackson

1 Aug 24, 2011
Reply by Henry Milton

WAHA Project

Our organization is working on a work-at-home test to see if our business model will allow us to tap into this talent pool.  The reps would…

Started by Kimberly Arianoff

0 Jun 11, 2011
Reply by E connect bpo

Call Center Staffing / PTO

All,   Looking for assistance in calculating the appropriate number of agents to be scheduled off for a given day. At this time, we are not…

Started by Indever Lal

6 Jan 18, 2011
Reply by Kathryn Jackson

Pay Per Call Marketing & Outbound telemarketing

I'm wondering if anyone here has had experience supporting "Pay Per Call" marketing initiatives.  As my call center moves toward supporting…

Started by Richard Natoli

3 Jul 30, 2010
Reply by Brad Lefton

Performance Measure

Hello Friends,   How do you Measure the performance of your Capacity Planning Team ?   My Current Criteria are   Volume Variance Leave Util…

Started by Hasan Patrawala

7 Jun 16, 2010
Reply by Hasan Patrawala

Measure Capacity Team

Accuracy of forecasting, staffing requirements (attrition plan) and schedule alignment to activity. Utilization of multiple classifications…

Started by Jack Gwynne

0 May 11, 2010

Workshop on using Control Charts in the Contact Center

In our MasterMind meeting today we had a great discussion about metrics and using control charts in the contact center.   We decided that i…

Started by Kathryn Jackson

4 Mar 25, 2010
Reply by Linda Kloman


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