Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how...
Read More >>>Category Archives: Workforce Management
Essential Metrics for the Service Operation
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to...
Read More >>>Revisiting Your Service Level Objectives
Caution: Don’t View Contact Center Performance Measures in Isolation
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...
Read More >>>5 Secrets to Better Scheduling Results
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...
Read More >>>10 Causes of Inaccurate Forecasts (and How to Avoid Them)
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...
Read More >>>Service Level: Realistic Targets, Taken Seriously
If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....
Read More >>>Tighten Up Your AHT Projections
Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for...
Read More >>>Common Pitfalls in Service Metrics
“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though...
Read More >>>Putting Abandonment in Perspective
In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...
Read More >>>Establishing a Key Performance Indicator
Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so...
Read More >>>Managing a Contact Center in Real-Time
Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We...
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