scheduling
Agents on Demand: A Case for Contact Center Reserve Teams
February 10 by Greg LevinWhenever your contact center is hit with a sudden unexpected spike in call volume – one that requires all hands on deck (and then some) – wouldn’t it be nice if there was a glass c...
Gulf Bank's Winning Ingredients
September 30 by Gina ScanlonRuss Sandlin, Executive Manager at Gulf Bank in Kuwait, spends some time with CMIQ to discuss Gulf Bank's success through technology, fitting your budget and concentrating on training. Gulf Bank was...
What You Don't Know About Call Volume Forecasting Strategy
May 17 by William Bleuel, PhDIn the last article I discussed the assumption with respect to satisfaction at the call center. The assumption was that improvement in queuing performance at the call center could have a positive im...
A Non-Mathematical Approach To Basic Forecasting
April 26 by William Bleuel, PhDThe non linearity of queuing is known, from this knowledge the first leap of faith is to believe that improvement in queuing performance at the call center can have a positive impact on customer sat...
Accounting for Presenteeism In Call Center Planning and Forecasting
March 31 by Art HallCall Center representatives have some of the most rigid and, oftentimes, unpredictable schedules. For call center leaders, call center workforce management can be an arduous task. This is particularly...
Unpacking Call Center Average Handle Time
February 19 by Charles BakerAverage Handle Time, the total time a call center takes, divided by the total number of calls it receives or makes, is never a good thing on its own. Speaking as a manager from an analyst background...
Queuing Assumptions for Call Centers
February 10 by William Bleuel, PhDThere are some pretty strong assumptions that are made when the queuing formulas are used that should be clearly understood. This came to me as I was reading an article from the Wharton Financial In...
Three Ways to Bring the Call Waiting Times Under Control
December 21 by William Bleuel, PhDOne of the more obvious changes that has occurred in the call center in the last 10 to 20 years is that the call center has taken on an operational role that is far different than before. In the pas...
Position Call Center Management for Success With A Call Center Curriculum
July 01 by Darryl FloresAre supervisors picking up call center management training in drips and drabs? Gone are the days when call center management could just be specialists in the call center business. Today, they&rsq...