Call Center Operations

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Call center operations is the set of business rules, business processes, and procedures needed to run a call center.

How many calls should agents handle in an hour?

Have you set a goal, or even a requirement, about how many calls your agents should handle each hour or for the day? Are the agents aware of how their hourly total is progressing? How many calls should agents handle in an hour? Click to Tweet Setting such a goal is natural. You can easily [...]

Justin Robbins CCDemo interview takes me back to Kindergarten

You learned in Kindergarten all that you need to know to be an adult. That sounds like it is true for us call center veterans too. Remember a few decades ago when we learned to organize our focus into People, Process, and Technology? Justin Robbins Contact Center & Conference interview takes me back to kindergarten [...]

How many chat sessions can agents handle?

Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle. You’ve experienced the Chat channel as a customer of some other company so you know the difference between a satisfying customer experience and one that left you frustrated. The Chat offer Have you found yourself clicking [...]

Stop the Freaking Customer Feedback

I am a dreamer and an optimistic person, but I am not blind to reality. I believe in the human spirit and that we can overcome obstacles. I have always been a defender of the weak and a fan of underdogs. I want to help people find greater success. I specifically want to help those [...]

Coach teenagers like you coach contact center agents

My only child turned 14 last week. You can likely relate to the way in which she can make this educated person feel pretty inept at times. All day long I use customer experience data to predict behavior and to provide fair and trusted performance evaluations for contact center agents. Wouldn’t it be nice if [...]

Are you a cool contact center manager?

Where is your cape? All of the cool contact center managers wear superman and superwoman capes. Why? Because they do it all for their company, for their customers, and for their agents. The everyday hero Sure it’s exhausting sometimes, but most of the time it’s just amazing what is accomplished every day by these Super Heroes. [...]

What is your Contact Center Top Priority?

What’s your contact center top priority? A recent report revealed that 31.41% of contact center leaders had this as their top priority. And in this video I’ll share with you what that top priority is and what you want to avoid in order to move onward and upward faster. In a Special Report authored by [...]

My Customer Experience Insights from Egypt

Tourism in Egypt used to be the country’s number one industry, as recently as 2010. Now, at the writing of this article and after the Revolution, tourism has dropped to less than half what it had been before the Revolution. What kind of customer experience insight do you presume from that? How does a vacation [...]

What NOT TO DO with your contact center budget

Building, managing, preparing, and freaking out about your contact center budget can be an all year round activity (or panic parade). Looking all over the place, turning over rocks, thinking about price, costs and cutting things is a mental marathon that will suck out your creativity and constructive idea generation. And leave you with a [...]

What to aim for with your Contact Center Budget

It is most certainly true! Managing in a contact center can be very (very) stressful. But much of the stress I witness and get asked about doesn't have to be as stressful as it's made out to be. One of the biggest stress creators that seems to be most prevalent across a wide range of contact centers [...]

3 Strategies for Handling Peak Season Call Volumes

Is your contact center prepared to handle your peak season? Peak season may be during the holidays for you. Peak season may be a mid-year enrollment period for you. Peak season maybe a going back to school time for you. Peak season may be a vacation planning time for you. Peak season may be when [...]

5 Ways to Show Contact Center Agents Love

People are motivated by love (things that we want), or by fear (things that we want to avoid). It’s too easy for contact centers to be driven by fear and the things we try to avoid. Therefore, one of the most important things that you can focus on is fostering an environment of love for [...]

Notes on Thriving in Contact Center Performance Webinar

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness (check webinar times) you will find several helpful pieces of insight that can help you to get higher performance from your supervisors and agents. Another thing you will find are several good quotes that you can use to help inform and educate [...]

How to thrive in contact center performance

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness you will go through Dee’s Journey from not so awesome contact center performance to awesome contact center performance. Don't be fooled, her journey was not fast or easily laid out. It was difficult and took time. For her, too long. What you will [...]

Inside Customer Effort Score: Analytics Expert Case Study

This on-demand webinar Inside Customer Effort Score: Analytics Expert Case Study reveals the analytics of the Customer Effort Score in a contact center. This case study provides wisdom about driving change that you don't want to miss. Surveys, speech analytics, and more are discussed as you are taken through the process of developing new strategies [...]

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    Improving First Call Resolution is easier when you avoid the mistakes found in this case study... This white paper is based on a six-month case study of two [...]

Call Center Analytics Revealed Case Study

Get an Insiders view to Business Intelligence and Call Center Analytics In this complimentary case study and ebook Call Center Analytics Revealed: Why Technology is not Your Actionable Business Intelligence Panacea, get an insiders view into the world of business intelligence and call center analytics. Is call center analytics the silver bullet it’s promised to be? Is [...]

Customer Experience BIG DATA Dysfunction

Includes a Customer Experience BIG DATA Dysfunction Self-Assessment Can you identify the root causes of your customer experience big data dysfunction? Everybody has it and in this free white paper and self-assessment, you learn about data conversion disorder and why it is so important to your present and future. Get an insiders look into the [...]

Amazing: 13-year olds are leading contact centers

As a parent my desire is to teach my child something every day, about loving herself and others, about being a good citizen of the world, about something simple or complex. Generally I try to use business strategies to help me manage our family life, but there is a lesson I take from my child [...]

29 Contact Center Quality Assurance Mistakes to Avoid

29 Contact Center Quality Assurance Mistakes to Avoid: Self-assessment, Case Study and eBook reveals: The 29 common mistakes with contact center quality assurance programs that you can avoid.This simple guide (with pretty pictures too) includes insights and a self-assessment that you can leverage to deliver the great customer experiences you desire. This tool helps to [...]