TASKE Technology's Call Center Blog

Posts Tagged ‘budgets’

Four Features to Look for in a Contact Center Reporting Solution

Last month, we looked at three ways that you can use historical reports to complement the real-time data that you monitor on a day-to-day basis. Historical reports can give you insights for predicting future activity, which in turn, helps you anticipate the resources you’ll need and adapt your processes for changing trends.

The value you’ll get from historical reports depends on the accuracy of the underlying data and the tools you use to produce them. Our whitepaper Get More Value from Contact Center Performance Metrics discusses findings by Richard Snow, VP and Research Director, Ventana Research, that “the most disturbing insight….is the percentage of companies that still rely on spreadsheets to produce their contact center and customer reports and analysis. Just under two-thirds (62%) of the respondents indicated they use spreadsheets as their primary tool, and 90 percent said they use spreadsheets on very regular basis.”

Read more of Four Features to Look for in a Contact Center Reporting Solution

Tags: agent activity, budgets, forecasting, KPI, reports, service levels, software, statistics

Complement Phone Support with Related Services

Today’s consumers expect similar services from an organization to be available from a variety of streams. For the retail sector, Wikipedia defines the term omni-channel as “concentrated more on a seamless approach [than multi-channel retailing] to the consumer experience through all available shopping channels, i.e. mobile internet devices, computers, bricks-and-mortar, television, catalog and so on.”

This multi-channel concept also applies to the support that your contact center provides. Offering customers more than one channel to find the information they need or to resolve an issue lets them choose their preferred channel, which in turn, increases customer satisfaction. Unfortunately, “The Autonomous Customer 2013” whitepaper from Avaya and BT reports that  “Only 17% [of consumers] say organisations make it easy to switch between different channels”.

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Tags: budgets, communication channels, customer satisfaction, self-service, service levels, services

Mitigating the Effects of Staffing Cuts on Your Contact Center

In last month’s blog, we talked about the effects of staffing cuts on your contact center. Both lower customer satisfaction and increased staff turnover have consequences that affect the profitability of the business. You may be able to avoid cuts if you can show that the resulting costs may be more than any gains through salary reductions.

However, if you’re faced with a situation where your staff has been reduced, there are some things you can do to help mitigate the effects on customer and employee satisfaction. Let’s look a few of these. Read more of Mitigating the Effects of Staffing Cuts on Your Contact Center

Tags: agent activity, agent productivity, budgets, call volume, customer satisfaction, customers, operating costs, real-time data, self-service

Effects of Staffing Cuts on Your Contact Center

Today’s economic environment means keeping an eye on budgets to make sure that your business is running as cost-effectively as possible.  If you’re lucky, you’re being asked to encourage cost efficiencies. Unfortunately, many executives and managers are being mandated to cut costs. Given that the largest cost to most call centers is labor, cutting costs frequently means reducing staff.

In the blog The Lean & Mean Contact Center, Martin Prunty evaluates the impact of staff cuts on both customer and employee satisfaction given increasing cut percentages. His conclusion is that this type of cost cutting “circumvents the contact center cost hierarchy, where customer demand drives resource requirements….When resources are reduced in deference to customer demand, the expected cost savings are not often achieved.  In some cases…costs can actually increase.”

It makes sense that without reducing your call volume, cutting the number of available agents to answer calls is going to lower customer satisfaction. Customers will experience longer wait times and a higher percentage of customers will simply get tired of waiting and hang up. Read more of Effects of Staffing Cuts on Your Contact Center

Tags: abandon rates, agent activity, agent occupancy, agent productivity, budgets, customer satisfaction, customers, operating costs