TASKE Technology's Call Center Blog

Posts Tagged ‘scheduling’

Three Ways to Improve Contact Center Service Levels with Historical Reports

Every minute of every day in our contact centers we monitor activity. Is the number of abandon calls increasing? Are agents spending too much time on individual calls? Are queues staffed appropriately for current call volumes? These are just a few of the questions we need to ask to stay on top of real-time activity—and take corrective action when necessary—if we want to meet or exceed expected service levels.

To complement real-time monitoring on a day-to-day basis, you may want to consider using historical reports. These reports provide information about past activity over various periods of time, giving you insights into evolving patterns. These insights are invaluable for identifying trends in activity that may turn into service degradation issues, giving you time to make the necessary adjustments to head them off.

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Tags: abandon rates, agent activity, agent productivity, business objectives, call handle time, call volume, customer satisfaction, customers, forecasting, historical data, KPI, metrics, real-time data, real-time monitoring, reports, scheduling, service levels, statistics, trends, TSF

Empowering Agents for Increased Customer Satisfaction

Last month, we looked at a few areas to investigate if performance metrics plateau. One great way to minimize the risk that you’ll face this problem in the first place is to ensure that your agents are engaged in their work and invested in the success of your team. Agents who see value in their role are key to keeping your customers satisfied and loyal.

Recently, BBC3 in the U.K. aired a television series that portrayed the contact center management practices of Neville Wilshire, founder and CEO of the Swansea-based Save Britain Money group. Wilshire’s management practices are controversial. You don’t hear best practice recommendations that suggest singing to start the day, but in the article “The Call Center: Nev’s unconventional employee engagement methods”, Lara Doyle points out that “the core concept of the methods he utilises is to keep his employees happy in order to maintain performance levels”.

More traditionally, the recommended way of engaging agents is to empower them with the authority to use their own best judgment when handling customer issues and managing their time.

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Tags: adherence, agent activity, agent productivity, best practices, customer loyalty, customer satisfaction, scheduling

Agent Mentoring for Professional Growth

Last month, we talked about how to increase the visibility of your contact center across the organization as a whole. Essentially, this goal involves educating people who are external to your contact center about its day-to-day activities and how it contributes to the success of the organization. In the article “Mentoring and e-Learning: Six Simple Rules for Education”, Paxia Dwyer notes that “As in many other industries, the contact center provides the opportunity for education in two main ways – through informal mentoring and through more formalized training and e-learning. Through the combination of these methods, team members can gain valuable skills and insights to better perform for the center and for their own professional growth.” The article provides several tips for maximizing the benefits of combining formal and informal approaches to learning in the contact center. Read more of Agent Mentoring for Professional Growth

Tags: agent activity, agent productivity, best practices, business objectives, call volume, communication channels, conference, customer satisfaction, scheduling, Training

Take the Guesswork Out of Staff Forecasting

We’ve just come through two periods that may have put some pressure on you to closely monitor call volume: the holiday sales period starting on Black Friday and the post-holiday returns and discounts period. We tend to refer to periods such as these as “peak” periods—those where call volumes increase over normal levels for an extended period of time. Depending on the nature of your business, you may have other peaks during the year as seasonal demand for products and services.

Staffing for peak periods can be stressful because accurate staffing goes a long way toward balancing excellent customer service and cost-effective operations.  You want the right staff on hand to handle calls in a timely manner while keeping staff-related costs within budget. Read more of Take the Guesswork Out of Staff Forecasting

Tags: adherence, agent, call volume, forecasting, scheduling, service levels, trends, workforce management

How Workforce Management Software Supports Key Metrics for Business Objectives

Over the last few months, we’ve looked at the relationship between key metrics and higher-level business objectives. Choosing these metrics and determining appropriate target values is critical for ensuring that the contact center contributes to the success of your business in a quantifiable way.

Now, let’s take a look at a few processes underlying many common key metrics: agent scheduling and adherence. Staffing is probably the most significant, ongoing expense of running your contact center. To remain cost-effective while meeting expected service levels, effective scheduling means making sure that the right number of agents with the right level of knowledge are available to meet expected call volumes. Yet, no matter how effective or streamlined your schedules are, they are of little value if agents don’t follow them. Read more of How Workforce Management Software Supports Key Metrics for Business Objectives

Tags: adherence, agent productivity, call metrics, KPI, metrics, scheduling, statistics, workforce management