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Measures and Standards (19)

Discussions Replies Latest Activity

Measuring Shrinkage in Workforce Planning

My particular area of expertise is Workforce Management. I spend much of my time working with scheduling. In order to set proper expectatio…

Started by Matthew Evans

0 Mar 4, 2009

CIAC Certification

Hello, I'm wondering if anyone on the forum is familiar with or has received CIAC Certification. If so, I'd be interested in hearing your…

Started by Karen Graves

2 Sep 16, 2008
Reply by Karen Graves

Holding Agents Accountable for Service Level and Schedule Adherence

I told the group in the July 10 webinar discussion on Agent Scorecards that I would post this article on service level and schedule adheren…

Started by Kathryn Jackson

0 Jul 11, 2008

Contact Center Analytics

Everyone is talking about contact center data analytics. In a recent contact center best practice study each best practice partner had rigo…

Started by Kathryn Jackson

5 Jun 30, 2008
Reply by Kathleen Alloune

Critique this Cost Measure Benchmark, Please

I received this cost comparison option from a very generous call center professional. Thank you! I'd like everyone to critique this potent…

Started by Kathryn Jackson

4 Jun 26, 2008
Reply by Steve Jenness

Cross-sell and Upsell Measurement

How do you measure how many cross sell or up sell attempts or actual sales your agents make? Do you measure in dollars or items? Is this se…

Started by Kathryn Jackson

4 Jun 23, 2008
Reply by Steve Jenness

What Contact Center Cost Measures Make Sense?

In a recent review of "The Best Service is No Service" by David A. Price in the Wall Street Journal (4/25/08), he states that "Amazon's foc…

Started by Kathryn Jackson

3 Jun 1, 2008
Reply by Kathryn Jackson

We have a 5% "Zero-out" rate on one of our IVR applications. Is this normal, high or low?

Answer from Rex Stringham, EIG Inc. (www.eiginc.com). Five percent opt out is normal for an initial ACD menu. We have various studies that…

Started by Kathryn Jackson

0 May 28, 2008

Call Center First Call Resolution Guide - White Paper

http://www.enkata.com/resource_center/index.php Authored by DMG Consulting LLC (2007) Requires registration.

Started by Kathryn Jackson

0 May 27, 2008

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