Contact Center

Surviving Call Center Peaks and Valleys, Part 2: Managing Call Volume Peaks

In my last post, I covered McGarahan’s recommendations for mapping both planned and unplanned peaks in call volumes at your contact center. Identifying patterns is really only the first step; you also need to take steps to efficiently manage the peaks and valleys. McGarahan also offers several tips for managing service demands. - See more at: http://www.inovasolutions.com/blog/post/surviving-call-center-peaks-and-...

Surviving Call Center Peaks and Valleys, Part 1: Mapping your way toward a solution

Anyone who works in a call center knows about the peaks and valleys in call volume, “no matter how many Customer Service Representatives (CSRs) you have available, it's impossible to meet the current demand for your services.” McGarahan makes the logical case that call volume spikes can be either planned or unplanned.

Customer Satisfaction Drops – Where Does that Leave Your Call Center?

An article in the April 2014 issue of CRM Magazine headlines “Contact Center Satisfaction Dropped 10 Percent in 2013.” There are several possibilities for why this might be the case: general customer fatigue and frustration with the slow economic recovery, delays in new technology deployment by companies, and higher expectations by customers.

The March from Contact Center Data to Customer Service Knowledge

There is a lot of talk about big data and metrics in all industries today, and the contact center world is no exception. An article in the April 2014 CRM Magazine highlighted one of the weaknesses of this new push for more data: “our view of data often doesn’t extend further than numbers.” In the article, “Data Versus Knowledge,” Denis Pombriant writes that the numbers we often think of as data are quantitative, which is only one type of data.

Strategies for Managing Remote Call Center Agents

Telecommuting used to be a novel concept in the workplace, with the option to work somewhere other than the office being a rare privilege. No longer the case today, remote call center agents are increasingly common in a variety of industries and the contact center is no exception. In the March 2014 Contact Center Pipeline issue, Scott Murphy discussed the topic in his article, “Overcoming the Challenges of Managing an At-Home Workforce.”

"Analytics Everywhere" - contact center data visualization and discovery tools

The article, “Big Data Prompts ‘Analytics Everywhere’ Solutions,” highlights the well-known challenge that much of the big data solutions target a small group of employees rather than the larger number of employees in business areas who can apply and use the metrics to change behavior.

Starting with Simplicity to Manage Contact Center Performance Data

Justin Robbins recently published an article ICMI, “Fine Tuning Your Contact Center Through the Use of Innovative Metrics.” In the article, Robbins first sums up what many of us already know: “metrics are everywhere,” with “more data than we know what do with and the mounting desire to throw our hands up in defeat.”

Aimed at Improving the Customer Experience: Contact Center 2014 Trends

I previously posted about contract center trends that we might expect to see in 2014. In the January 2014 issue of The Real-Time Contact Center Newsletter, Donna Fluss takes a slightly different approach to anticipated trends, stating them in terms of goals for the upcoming year. In the article, “Enterprise Servicing Goals for 2014,” Fluss writes that “many of the goals are similar to those in prior years, however, the priorities have changed, and there are new ‘twists’ that are being enabled by a more open, creative and flexible view of the role of contact centers.”

"Show Me The Data!" Contact Center Trends for 2014

It’s January, so it’s time to start fresh and think ahead to what the new year might bring.  What can we expect to see, hear, and learn more about in the contact center field over the next 12 months?

Managing Contact Center Reporting

With the ever expanding amount of contact center data, it can be frustrating to manage contact center reporting.  As Brian Hinton writes in “Contact Center Reporting,” from the December issue of Contact Center Pipeline, the variety of data requests and the number of applications that house that data “drive the need to export the data into a warehouse or spreadsheets to meet business needs.”  Often, this leads to multiple problems including “data distrust