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Seven Tips for Smoother Service  Apr 04, 2007 6:55 PM By Penny Reynolds

Improve your contact center customer service with these seven tips from Penny Reynolds

The Benefits and Perils of Team Scheduling  Dec 12, 2006 10:08 PM By Penny Reynolds

Although these self-directed work teams are most often implemented in manufacturing environments to turn out a better-quality product more efficiently, many customer service organizations have also embraced this concept. But while some of the concepts of work teams have resulted in delivery of better, more efficient service to the customer, other components have created service problems.

a new look at THE TOP 20 Contact Center Metrics  Nov 01, 2006 10:30 PM By Penny Reynolds

The evolution of a simple call center into a multichannel contact center doesn’t happen overnight. You may need to add or upgrade technologies, and certainly

A New Look at the Contact Center’s Top 20 Metrics, Part II  Aug 29, 2006 7:41 PM By Penny Reynolds

This is the second in a two-part series on Call Center Metrics. In the last edition, we discussed the first 10 metrics.

A New Look at the Contact Center’s Top 20 Metrics  Aug 16, 2006 5:30 AM By Penny Reynolds

The evolution of a simple call center into a multichannel contact center doesn

Identifying the Gaps in Call Agent Training  May 24, 2006 9:58 PM By Penny Reynolds

So what exactly do new employees need to learn about the call center? We asked agents and supervisors alike what the missing pieces were and below is their

Calling All SEASONAL Reps  Apr 01, 2006 10:30 PM By Penny Reynolds

It’s April and, for most consumer catalogers, time to plan for their peak staffing needs six months from now. Catalogers that do most of their business

Understanding Agent Occupancy  Mar 28, 2006 12:56 AM By Penny Reynolds

One factor that has a major impact on contact center staffing is the size of the center or the agent group. Centers handling larger volumes of calls will naturally be more efficient than smaller ones. This is due to the economies of scale of large groups.

Hire math  Sep 01, 2005 9:30 PM By Penny Reynolds

Sharpen your pencils, dust off your calculator, and get ready for a math lesson: When running a contact center, the most important rule to remember is

Successful Seasonal Hiring HELP WANTED  Apr 01, 2005 10:30 PM By Penny Reynolds

A mere 275 shopping days until Christmas! While you may have a while before you need to address your holiday cards, the time is approaching rapidly for

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