Blogs about: Call Center Operations
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Moving Call Center Agent Metrics into Action
Even the best call centers struggle with agent metrics – we’ve got so many ways to slice and dice the data that it often feels like we’re missing something if we don’t “take advantage” of all the numb… more →
SLG's Blog - Experts in Call Center Consulting
Moving Call Center Agent Metrics into Action
servicelevelgroup wrote 3 weeks ago: Even the best call centers struggle with agent metrics – we’ve got so many ways to slice and dice th … more →
Using Call Center Metrics as a Competitive Advantage
servicelevelgroup wrote 1 month ago: One thing is certain in every call center, no two days are exactly the same. Call centers are often … more →
APPCAL Conference - CCAM Malaysia Nov 2009
Sachin Bhatia wrote 1 month ago: Thanks to everyone who was there to attend the presentation at the APPCAL even in Malaysia. I am upl … more →
Stop Attacking the Queue!
servicelevelgroup wrote 1 month ago: Ping Pong – get on the phone, get off the phone. This is a common challenge is many call centers a … more →
Creating a World Class Call Center One Contact at a Time
servicelevelgroup wrote 2 months ago: Every contact in a call center is an opportunity to deliver an exceptional experience. Leaders oft … more →
Moving from good to world class
servicelevelgroup wrote 3 months ago: I recently had the opportunity to deliver a keynote in Austin, Texas that was focused on how call ce … more →
Thoughts on creating a great call center culture
servicelevelgroup wrote 4 months ago: There are a lot of “great places to work” lists – national, regional, industry specific, etc… … more →
Call Center Agent Utilization – Small Improvements Can Equal Large Returns
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servicelevelgroup wrote 4 months ago: With about 75% of center costs tied up in labor, every leader should understand how to positively im … more →
Understanding Call Center Economics is Key to Gaining Senior Management Buy-In
servicelevelgroup wrote 5 months ago: During my career, I’ve had the opportunity to work with a variety of organizations — som … more →
How do World Class Call Centers Stay World Class?
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servicelevelgroup wrote 5 months ago: Getting a call center operation to the world class level is something most leaders never experience. … more →
What is the right service level objective?
servicelevelgroup wrote 6 months ago: One of the most misunderstood and misapplied call center metrics is Service Level. Most call center … more →
Free Metrics Into Action Slides and Sesssion Extras
servicelevelgroup wrote 6 months 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 7 months ago: Many of the call centers I work with have very good processes and technology – but, for some reason … more →
Getting Senior Management Onboard - Part 1
servicelevelgroup wrote 8 months ago: “Senior management just doesn’t get it.” That’s a comment I’ve heard t … more →
Some good ideas to help cope with call center stress
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servicelevelgroup wrote 8 months ago: In the best of times, call centers are challenging environments. The current pressures of the econo … more →
Outsource Inbound Call Center Services
peterjeams wrote 8 months ago: In today’s demanding financial surroundings, businesses are looking at ways to reduce costs without … more →
Call Centers are Starting to Get More Respect
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servicelevelgroup wrote 9 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 9 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 10 months ago: Your quality monitoring system is an often-ignored yet extremely valuable source of customer busines … more →
