Forecasting

Posted on January 11, 2018 in Abandon rate • abandon rate • AHT • Average handle time • Call Center KPIs • Call Center Metrics • Contact Center KPIs • Contact Center metrics • Forecasting • Forecasting- WFM • KPIs • Outsourcing • Outsourcing • Service Level • Sourcing

By: Colin Taylor The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The US market size was estimated by the Everest Group at between $78 and $81 billion dollars annually. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center […]

Posted on September 12, 2017 in AHT • Call Center Consulting • Call Center Performance • Contact Center • Contact center consulting • Forecasting • Forecasting- WFM

By: Turaj Seyrafiaan A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts […]

Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM

By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]

Posted on June 08, 2017 in Call Center Consulting • Forecasting • Forecasting- WFM

By: John Cockerill   Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization. A decent forecast backed by data and agreed upon […]

Posted on June 13, 2016 in Call Center Assessment • Call Center Performance • Call Center Tools • Customer Experience Management • Customer Experience Metrics • Forecasting • Metrics • Social Media • Strategy • Success

Written by: Peter Elliot             Well, it all depends what you mean by ‘read’. Such a small word that implies so much based upon context. If you told me you read this article, it means you understood it. When a machine ‘reads’ a file, it typically means load and scan. […]

Posted on October 17, 2011 in Call Center DIY • Call Center Management • Certification • Contact Centre Ops • Customer Experience • Customer Satisfaction • Forecasting • Quality • Turnover

Tags: #5Ideas• #callcenterDIY• #cctr• #custserv• Call Center Consulting• Colin Taylor• Customer Service Consulting• Strategy

By Colin Taylor I have often heard that just one good idea can change everything. It can make a conference worth attending, change the course of history or even make a meeting worth attending. Now I can’t guarantee that we can change the course of human history or even make a meeting productive, but hopefully […]

Posted on May 01, 2005 in Call Center Management • Call Center Performance • Contact Centre Ops • Forecasting • Forecasting- WFM • Occupancy • People management • Strategy

Tags: #cctr• #custserv

How often have you seen or heard about call center management struggling with the senior executives or their own staff about the resources needed by the center to do the work. Missed service levels, tired or worn out staff, blocked calls, long hold times are but a few of the issues facing call center management […]