Blogs about: Call Center Metrics
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What is the right service level objective?
One of the most misunderstood and misapplied call center metrics is Service Level. Most call centers have established an objective to answer a certain percent of their calls in a defied number of se… more →
SLG's Blog - Experts in Call Center Consulting
What is the right service level objective?
servicelevelgroup wrote 3 weeks ago: One of the most misunderstood and misapplied call center metrics is Service Level. Most call cente … more →
Free Metrics Into Action Slides and Sesssion Extras
servicelevelgroup wrote 1 month ago: I recently had the opportunity to present a half day workshop at the Call Center Demo Conference in … more →
Real-time management made easy
servicelevelgroup wrote 1 month ago: Many of the call centers I work with have very good processes and technology – but, for some reason … more →
Call Centers are Starting to Get More Respect
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servicelevelgroup wrote 3 months ago: It is wonderful to see call centers get more respect when it comes to the service they provide. Mu … more →
Opportunity #7 – Refocus efficiencies on reducing volume, NOT handle time.
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servicelevelgroup wrote 4 months ago: Many centers focus a lot of energy on reducing agent handle time. There are good things and bad thin … more →
Opportunity #6 – Use existing technology to create and control capacity
servicelevelgroup wrote 4 months ago: Your quality monitoring system is an often-ignored yet extremely valuable source of customer busines … more →
Opportunity #5 – Move the training department to the frontline -- and let them drive.
servicelevelgroup wrote 5 months ago: Bring trainers into the loop early, and constantly communicate with the frontline. Training is often … more →
Opportunity #4 – Move from relying on system reports to receiving immediate direction from agents and customers.
servicelevelgroup wrote 5 months ago: Think about how often your company repositions itself – via product enhancements, new market s … more →
Opportunity #3 – Stop trying to solve problems by making your customers do your agent’s work.
servicelevelgroup wrote 5 months ago: Again, look at the operation from the customer’s perspective — not just the company … more →
Opportunity #2 – Breakdown the organizational silos that have found their way into your call routing strategy.
servicelevelgroup wrote 5 months ago: Once everyone is educated on the dynamic nature and the realities of the contact center, you’l … more →
Outsourcing Call Center Services to InSO
peterjeams wrote 5 months ago: The need for quality customer care does need emphasizing anymore. It is vital, and that’s that. The … more →
Opportunity #1 – Embrace queues! A commonly overlooked fact is that queues are part of the plan and, thus, not necessarily a bad thing
servicelevelgroup wrote 6 months ago: Unless you have a service level objective of 100 percent in zero seconds, you’re planning to … more →
Don't make running the call center any harder than it has to be
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servicelevelgroup wrote 6 months ago: We’ve all been there: Struggling to find a way to get more out of our contact center agents; looking … more →
Customer Experience and Brand Engagement
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rich mclafferty wrote 6 months ago: Making Promises You Can Keep I’ve been thinking a lot lately about the missing link to a customer ex … more →
Convert Agents into Customer Experience Engineers
servicelevelgroup wrote 6 months ago: To truly engage agents and empower them to continually improve their and the center’s performance, y … more →
Not Everything Has to Be a Number in a Call Center
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servicelevelgroup wrote 7 months ago: “You have to focus on the moment of truth.” That is my recommendation to just about eve … more →
Analyzing Call Center Performance through Customer Service Metrics
peterjeams wrote 7 months ago: Call Center Performance | Call Center Operations | Call Center Technology In today’s current financi … more →
Call Centers Are about Intervals – Not Days, Weeks or Months
servicelevelgroup wrote 8 months ago: You have to look at every single half-hour or hour interval in the contact center as an opportun … more →
Call Center Leaders Must Understand Their Role in Process Improvement
servicelevelgroup wrote 9 months ago: As a consultant, I get the opportunity to work with call centers to improve many aspects of their bu … more →
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