Empower Your Workforce to Fix Things for Customers

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it. You can throw all the resources at it that you want, but if your organization isn’t prepared to handle the content …

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In Customer Service Timing Is Critical

The right place at the right time. It’s a common phrase, but in customer service, it matters more than ever. Timing is critical. In customer service, we’re like pilots or stage hands. Like them, we also work in a time-driven environment. It’s not just what we do, it’s when we do it that counts so much. Learn more about how …

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How Long Are Customers Willing to Wait?

With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges. One helpful framework — now and in more normal times — is to understand the factors that affect customer tolerance for queues. There are seven, and they influence how long customers will wait in queue, how …

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Real-time Management: Level 2 and Beyond

These extraordinary times have impacted our lives in unimaginable ways. They have also impacted customer service in ways we might have never thought possible. For those struggling to manage unexpected volumes of customer contacts, the following real-time management discussion from the latest edition of Contact Center Management on Fast Forward may be helpful. Level 2 and Beyond In omnichannel environments with …

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Contact Center Scheduling Can Be Creative and Collaborative

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of them. But there is good news. Scheduling is creative. It’s collaborative. And this part of planning can be a great opportunity for highlighting the …

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Adherence to Schedule Tips

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1. Educate each person on how much impact he or …

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Offer More Consistent Customer Service with Accurate Workload Forecasts

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. You get the idea. In a recent LinkedIn Learning course …

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The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process

Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more than that. It also improves communication and culture in the following ways: Creating a body of …

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