Monday, September 19, 2011

Call center management tips - part 1

The following is a list of practical tips, tricks and best practices on how to manage your call center more effectively and efficiently. In part 1 of this series, we focus on how to improve call center forecasting and scheduling:

Forecasting

Scheduling
Next week, we will provide tips regarding agent adherence and agent motivation - stay tuned.

Tuesday, September 6, 2011

The social enterprise – is your contact center ready?

Last week at the Dreamforce conference, salesforce announced the Social Enterprise, the next step of connecting companies and employees with their customers through social technologies. More and more customers interact with companies through Facebook, Twitter, Linkedin, Google+ and other social networks. Contact centers, customer service centers and call centers need to embrace this new way of customer engagement, make sure that they have staff available, trained and scheduled to deal with these “multiple channels”. There are two considerations:
  1. Technology: Do you have the tools to track and monitor the social activity, the engagement with customers and the overall performance of your contact center?
  2. Workforce: Do you have the workforce in place, trained, multi-skilled, scheduled and available to interact with customers based on calls, email, chat and the new social media channels?
In a 2010 survey, 30% of contact centers stated that they struggle with forecasting and scheduling of multiple channels (call, email, chat, etc.). The addition of the new social media channels makes this even more challenging. Here are some tips and tricks for multi-channel forecasting and scheduling in your contact center.