Occupancy

Posted on June 12, 2020 in Agent Experience • Best Practices • Employee Engagement • Employee Experience • Hiring a call center consultant • Leadership • Occupancy • Positions • retention • Success • Training • Turnover • WFM

By Peg Ayers “A person’s name is to that person the sweetest and most important sound in any language.”  – Dale Carnegie  Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left […]

Posted on November 21, 2019 in agent attrition • Agent Experience • Call Center Consulting • Contact center consulting • Customer Experience • Customer Experience Management • Employee Engagement • Employee Experience • Leadership • Occupancy • retention • Turnover • WFM

Tags: #callcenter• #contactcenter• #retention• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• WFM

By Peg Ayers   Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States.  With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they […]

Posted on February 12, 2019 in agent attrition • Contact Center • Employee Engagement • Employee Experience • Occupancy • retention • Turnover

By John Cockerill In Colin Taylor’s recent article, “Resolving The Riddle Of Retention,” he speaks about the cost of attrition and the many factors that affect it. This article outlines how to do both a simple estimate of that cost and more complex calculations to undertake for a center. First, let’s outline a simple estimate […]

Posted on March 19, 2018 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • Forecasting- WFM • Occupancy • People management • Planning • Strategy

Tags: ASA• Call Center Consulting• Contact Center Consulting• Contact Center Management• Operational Management• service level• Strategy• Taylor Reach Group• WFM

By: Turaj Seyrafiaan In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, […]

Posted on March 08, 2018 in Call Center Performance • Contact Center • Contact center consulting • Metrics • Occupancy

By: Peg Ayers & Turaj Seyrafiaan Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. After Call Work). Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time The equation can be applied for […]

Posted on February 21, 2018 in Call Center Management • Call Center Performance • Employee Engagement • Employee Experience • Occupancy • People management • Supervisor

By: Peg Ayers, MBA, CCXP “What you are speaks so loudly, I can’t hear what you are saying.” – Ralph Waldo Emerson “Do as I say, not as I do.” Nobody says it aloud. But it’s illustrated every day when people give rules and advice to others that they don’t follow themselves. New supervisors can […]

Posted on January 21, 2013 in AHT • Contact Centre Ops • Forecasting- WFM • Occupancy

Tags: #callcenter• #callcenterDIY• #cctr• AHT• schedule efficiency• scheduling• WFM

I saw a good and very helpful post by W. Richard Spearrin, Jr. on the Linked In discussion group NorthEast Contact Center Forum regarding WFM and staff scheduling. This article has some great tips and suggestions to better manage your schedule efficiency. The link to the discussion is here The post is below: Measure your […]

Posted on July 26, 2011 in AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • FCR • Forecasting- WFM • Newsletters • Occupancy • People management • Quality • Research • Strategy • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• ASA• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Costs• Customer Service Consulting• FCR• Leadership• Operational Management• service level• Snapshotz• Strategy• Taylor Reach Group• Telefloral

Floral distributor executive wins Snapshotz call centre audit draw The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call […]

Posted on January 17, 2011 in AHT • ASA • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Facts and Figures • FCR • Forecasting- WFM • News • Occupancy • Outbound • People management • Planning • Quality • Research

Tags: AHT• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• FCR• Operational Management• Outbound Calling• Research• service level• Social Media• Strategy• Taylor Reach Group• WFM

“The US Contact Center Decision-Makers’ Guide, 2011”, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge. A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the […]

Posted on December 02, 2010 in Call Center Consulting • Call centre consulting • Contact Centre Ops • Customer Experience • Education • Forecasting- WFM • Occupancy • People management • Planning • Strategy • Training

Tags: 311• Call Center Consulting• Contact Center Consulting• Contact Center Management• Leadership• Operational Management• Philadelphia• Philly311• Rosetta Carrington Lue• Taylor Reach Group• Training• Trends

We have just posted a new Talking Call Centers video on our Call Center Channel on YouTube, featuring Rosetta Carrington Lue, the deputy managing director who oversaw the city of Philadephia`s launch of the 311 service. During the interview with