Advanced Contact Centre Solutions
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Advanced Contact Centre Solutions
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| Advanced Contact Centre Solutions
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Advanced Contact Centre Solutions
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| Call Center Statistics | |||||||||||||||
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Industry Statistics containing recent information on the
following topics:
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| Selecting a Workforce Management Software package | |||||||||||||||
| Questions to ask your supplier to include in the overview
of WFM software and how it will benefit your company?
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| Developing an IVR Design to Produce Organizational Results | |||||||||||||||
| Consumers
have expressed dissatisfaction with Interactive Voice Response (IVR)
self-service applications, despite the high penetration of IVR’s and
reliance on this technology. Some industry analysts blame the
techno-challenged consumer for creating this negative environment. But
with the number of cell phones, personal digital assistant (PDA’s) and
personal computers in our community, this excuse is questionable.
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| What is benchmarking and what does it mean to a contact centre? | |||||||||||||||
| How does a contact centre compare results with competitors or against organizational goals? Depending on the process used by the centre, results can vary greatly. Because of these unknowns, most centres turn to some kind of benchmarking process. It is easier to compare your results with other centres within the same industry but do these results reflect the success within your centre. | |||||||||||||||
| The Art and Science of Workload Management | |||||||||||||||
A core task for a contact centre’s operational group is to meet workload requirements within service standards. The process of determining workload and resource requirements to complete these activities requires a structured process that uses both tracking and analytical tools. Once all this information is gathered and verified for accuracy, the next step is to determine the impact created by a variance to the assumptions used. |
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A mega centre environment can be created by pooling resources from multiple sites into a virtual centre. This process of call management is called load balancing. The goal of load balancing is to create productivity gains that are inherited in larger centres with cost controls and flexibility that are found in smaller centres. This strategy provides for call centres to plan for combined workload while utilizing multiple resource pools. A multiple centre business model provides business contingency, local presence and a larger talent pool to recruit from. |
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