Contact Center FAQ

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What does adherence mean?
Definition: Adherence refers to the degree to which agents stick to their schedules, a calculation that is measured as a […]
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How can WFM increase productivity in my contact center?
Productivity requires an optimization of resources – at the contact center, that means having the right number of agents with […]
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How can I move away from scheduling on spreadsheets?
Many contact centers still rely on spreadsheets for daily forecasting and scheduling. It’s an imperfect system that results in lower […]
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What are the benefits of workforce management?
There are several benefits to workforce management. Its efficiencies help contact centers to increase service levels and ensure service excellence, […]
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How can I calculate shrinkage at my contact center?
The process for calculating shrinkage using the following call center shrinkage formula begins by determining your base staff requirements for […]
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How can I improve my service levels in my contact center?
There are several actions you can take to improve service levels. Start by improving forecast accuracy – when the right […]
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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 […]
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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 […]
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There are several models for software acquisition. What are they, and what are the benefits of one vs. another?
There are three options: an on-premise solution, where hardware and software must be installed, deployed and maintained at the contact […]
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What is shrinkage?
Shrinkage is of the most important elements in schedule adherence. It is defined as the amount of minutes per day […]
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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 […]
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What is workforce management?
Workforce management in a call center is the art and science of having the right number of employees, with the […]
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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 […]
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What is workforce scheduling?
Workforce scheduling for a contact center is both an art and a science. The objective is to have the right […]
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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. […]
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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 […]
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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 […]
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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 […]
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What is a KPI?
KPI is an abbreviation for Key Performance Indicators. These are benchmarks for various call center service functions. Establishing call center […]
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What are the most important service criteria to measure in a call center?
Since no two call centers are exactly alike, it’s impossible to provide a definitive answer or a ranking of criteria […]
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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 […]
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