Call +1 321.282.1900 | +1 844.296.4177

Contact Us

Monthly Archives: August 2013

Call Center Improvements: How to Set a Service Level Goal

If you have been working in call centers for a while doubtless you have heard it said years ago that the standard goal for service level was 80% calls answered in 20 seconds. Nowadays businesses recognize that you can’t pigeonhole … Continue reading

Posted in Customer Service, Process Improvement, Workforce Management
Leave a comment

Call Center Management: Handling Time

Everyone knows that to run an efficient call center you focus on the time it takes for agents to handle calls. Everyone is also painstakingly aware of the disadvantages of focusing too much on this indicator. Some experts and some … Continue reading

Posted in Performance Management, Process Improvement, Workforce Management
Leave a comment

Call Center Improvements: New Hires Integration Program

It’s always better when you can hire new employees with the amount of experience you require. But this is not always as easy as it seems. Usually your competitors are also out there scourging the terrain which creates a higher … Continue reading

Posted in Customer Service, Process Improvement
Leave a comment