What is Unified Workforce Optimization? (WFO)
If improving agent productivity is one of your goals this year, the most important step you can take toward its
What is a BPO call center?
BPO is short for Business Process Outsourcer. This is a third-party service provider that handles any operations or responsibilities that
What is a KPI?
KPI is an abbreviation for Key Performance Indicators. These are benchmarks for various call center service functions. Their establishment is
How can I fight adherence issues?
Lack of adherence at a call center can result in escalating labor costs. At a 25-agent call center, an improvement
What is First Call Resolution (FCR)?
First call resolution (FCR) is perhaps the most highly correlated metric to customer satisfaction, and one of the best indicators
Average Handle Time (AHT): What Is It And How To Reduce It
What is Average Handle Time Average Handle Time or Average Handling Time (AHT) is a call center metric that indicates
What is call center management?
Call center management entails responsibility for the day-to-day operations and the meeting of customer service goals at a call center.
What is workforce scheduling?
Workforce scheduling for a contact center is both an art and a science. The objective is to have the right
What is a call center?
A call center is a facility used for receiving or transmitting a large volume of questions, orders and inquiries. These
What is workforce management (WFM)
The definition of workforce management (WFM) may vary depending on its application. Wikipedia provides this general description, “In many markets
What is a call tag?
Given the substantial call volume at a call center, and the length of some customer calls, it’s important to implement
What is shrinkage?
Shrinkage is of the most important elements in schedule adherence. It is defined as the amount of minutes per day
What are the best practices to lower your average handle time?
Start by making certain you have enough agents available to efficiently handle call volume. Then, employ skills-based routing: An agent
What are the benefits of real time statistics in a contact center?
If a manager discovers on Tuesday that Monday’s call volume forecasts were not matched to demand, adjustments can be made