Contact Center Performance Forum (CCPF)

Improve your customers' experience, call center and contact center performance by collaborating with other experienced professionals.

Groups

Notes

CCPF Participation Guidelines

Created by Kathryn Jackson Mar 31, 2009 at 12:59pm. Last updated by Kathryn Jackson Mar 31.

Unsolicited Member Contact

Created by Kathryn Jackson Feb 18, 2009 at 10:03am. Last updated by Kathryn Jackson Mar 31.

Monthly Discussion Countdown

Respect for our members and this site

This site is to improve the performance of our members' contact centers and customer experience by leveraging the knowledge of others. It is not intended to promote specific products or services. While vendors may join the site, we ask that there are no sales pitches or blatant use of this site to promote a specific company or its products. Certainly when a product or service meets a member request / need, it can be suggested. Our goal is value-add insights.

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Thank you!

Events

 

Forum

iltem

Telecom Operators & Call Center Agents 2 Replies

Started by iltem in Benchmarking and Best Practices. Last reply by iltem Jul 3.

Kathryn Jackson

What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request) 12 Replies

Started by Kathryn Jackson in Operations and Management. Last reply by Paul Mireles Jul 2.

Kathryn Jackson

Call Center Integration and Customer Experience. I need your help!

Started by Kathryn Jackson in Customer Experience Jul 2.

Kathryn Jackson

Member Request: Any Members with Experience with RightNow Upgrade?

Started by Kathryn Jackson in Technology Jul 2.

Akin Toffey

Call Center Capability for Startups 25 Replies

Started by Akin Toffey in Strategy. Last reply by Lekan Badejo Jul 2.

Kathryn Jackson

How do you manage unscheduled absences? 19 Replies

Started by Kathryn Jackson in Human Resources. Last reply by Peter Scott Jul 1.

Hans G Hawrysz

What should an IVR set up cost? 3 Replies

Started by Hans G Hawrysz in Available Resources. Last reply by Dan Bergstrom Jun 30.

Dan Bergstrom

Hosted Solutions and Partnerships 1 Reply

Started by Dan Bergstrom in Technology. Last reply by Bryan Williamson Jun 26.

Kathryn Jackson

Wharton Article on Leadership, Motivation and Storytelling

Started by Kathryn Jackson in Leadership Jun 25.

rick sherman

Customer excellence frostbite

Started by rick sherman in Customer Experience Jun 25.

Greg Manhoff

Looking for new Processes and Centers 4 Replies

Started by Greg Manhoff in Business Opportunities. Last reply by John Vandewalle Jun 22.

Kathryn Jackson

Spam from New Members 2 Replies

Started by Kathryn Jackson in Miscellaneous. Last reply by Gary Lewien Jun 22.

Akin Toffey

Cost Estimate for IVR 6 Replies

Started by Akin Toffey in Available Resources. Last reply by Mark Behrens Jun 21.

atif hussain

we need call centers for us and uk debt survey 2 Replies

Started by atif hussain in Available Resources. Last reply by atif hussain Jun 21.

atif hussain

Debt Consolidation voice broadcasting Inbound campaign. 2 Replies

Started by atif hussain in Available Resources. Last reply by Marko Jonas Jun 18.

Kathryn Jackson

Talent Management vs. HRO – it’s not an “either or” proposition

Started by Kathryn Jackson in Human Resources Jun 17.

Kathryn Jackson

Call center training and certification - Your Insights Requested

Started by Kathryn Jackson in Training Jun 17.

Cindy

WANTED Call Center in the Philippines! 2 Replies

Started by Cindy in Sourcing - Outsourcing, Insourcing, Off Shoring, BPO. Last reply by Mizanur Rahman Jun 17.

Kathryn Jackson

Research - What topics? 10 Replies

Started by Kathryn Jackson in Available Resources. Last reply by Kathryn Jackson Jun 17.

Matthew Evans

High Queue AHT 12 Replies

Started by Matthew Evans in Operations and Management. Last reply by Pauline Mills Jun 16.

Current Surveys: Participate Now!

We are looking for vendors/consultants who want to sponsor custom educational surveys for our members. To learn more go to: http://www.contactcenterperformanceforum.com/Sponsor_Opportunities.html

Contact Center Performance Forum Bookstore

Below is a link to our bookstore (books available on Amazon categorized by call/contact center topics). You will not be leaving the site when you click below. And, the new page has a link back here to this CCPF main page!

Click Here to enter bookstore

Featured Publication
Want your publication to be featured in our bookstore? Learn how at http://www.contactcenterperformanceforum.com/Sponsor_Opportunities.html

Blog Posts

Josh Scism

Where is Washington going on healthcare and how can we capitalize in the call center space?

Posted by Josh Scism on June 26, 2009 at 3:39pm

rick sherman

customer service frostbite

Posted by rick sherman on June 23, 2009 at 9:00am

Lynn Hunsaker

Customer-Centric Culture Essential for Customer Experience Management

Posted by Lynn Hunsaker on June 15, 2009 at 10:46am

Lynn Hunsaker

Interaction Bridges for Customer Commitments

Posted by Lynn Hunsaker on May 23, 2009 at 12:00pm

John McCoy

Integrate to improve new hire retention

Posted by John McCoy on May 20, 2009 at 11:00am — 1 Comment

Kathryn's Blog / Response Design

What's Wrong With This Promotion (or is it me)?

Manager Integrity Linked to Profitability

Ensuring Data Quality in the Contact Center

Ideas to Boost Employee Morale

Driving Consistent Contact Center Decisions

Educate our Members! Sponsor Content on our Site!

Help us provide continually fresh and value-add content to our members. Sign up now to include your educational RSS feed on our site. Learn more about site sponsorship at http://www.contactcenterperformanceforum.com/Sponsor_Opportunities.html

CCPF Newsletters and Webinar Dowloads

Access all webinar downloads at: http://www.contactcenterperformanceforum.com/Webinar_Downloads.html

Access all CCPF newsletters at: http://community.icontact.com/p/contactcenter/newsletters/june-update/

Dilbert Daily Strip

Comic for July 5, 2009


 
 

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Videos

Latest Activity

Alton Martin updated their profileyesterday
Sue Braggins, Karey Sharp, Anton Maslov and 5 more joined Contact Center Performance Forum (CCPF)on Friday
iltem replied to iltem's discussion 'Telecom Operators & Call Center Agents'on Friday
I don't think that this ratio is utilized by mobile operator call centers because agent numbers are not determined according to subscriber numbers. But this ratio (number of agents to subscribers) can give us an idea, i want to see the picture. Th...
Kathryn Jackson replied to iltem's discussion 'Telecom Operators & Call Center Agents'on Friday
Just for clarification....are you looking for what other centers use as a ratio for number of agents to number of subscribers in a call center serving mobile (cellular) customers? Thanks.
iltem added a discussionon Friday
Telecom Operators & Call Center Agents
Hello, I am looking for Mobile Operators' Call Center agent numbers. I need the level of agent employment per operator subscriber. Do you have any information about cc agent employment in telecom operators? Regards, Iltem Ilhan Global Bilgi A.S...
Paul Mireles replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'on Thursday
in smaller call centers it's usually calling the front line supervisor and as the organization grows and as queues are merged it is transfered over to a WFM group to ensure consistency and that queue coverage is maintianed,
Terry Follmer replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'on Thursday
Ours is a relatively small center, 130 support and sales agents in a 24x7 operation. We've outsourced our payroll system, which includes time tracking (online log-in/out), and a centralized attendance telephone line when reporting an absence. It s...
Lynne Woolhiser replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'on Thursday
Our call center has a central line that everyone calls and a team of people who answer the line during all business hours. Once the team has logged the absence in the system the call is transferred to that agent's supervisor if available or to ano...
Kathryn Jackson added 3 discussionson Thursday
Simon Priestley replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'on Thursday
From experience there's 2 issues you need to cover with this process: 1. Fast and accurate recording of absence so you know how your call handling ability is affected today - particularly important if you use WFM products and have come to rely on ...
Amol Parab replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'on Thursday
It is mandatory for our agents to call their supervisors to notify their absence and the supervisor in-turn informs the WFM who review and modify staffing among our teams to manage the SLAs. We insist on a phone call because it is more personal an...
Rodney Baumgart replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'on Thursday
We use an attendance line and have the voicemail sent to all of management's email inboxes. This ensures that someone will receive the message. If an agent leave's a message on only their supervisor's phone, and the supervisor is out for that day,...
Michael R. Slezak replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'on Thursday
Our agents are required to call their immediate supervisor/team leader regarding their absence (especially if it is short notice). The supervisor/team leader then must report it to the scheduling supervisor to get a replacemnt to cover their proje...
Dave Kielkucki replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences? (Member Request)'on Thursday
Based on the size of the center I normally recommend that the agent call in process be handled in the Contact Center's Operation Center. The Operation Center is usually manned all the hours the center is open as they employees who work in that dep...
Dan Rickwalder replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences?'on Thursday
I advise my clients to use a centralized line into the WFM area (or person) for any sized call center. But only with the caveat that whoever answers the line provides timely reporting to the supervisors so they know where their people are. The bi...
Charles Terzi replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences?'on Thursday
We had the policy that a person calling in had to talk with their supervisor and, following that, report the absence to the Workforce Management folks (this last notice could be automated). For reasons that Biran indicated previously, we wanted fo...
2 discussions started by Kathryn Jackson were featuredon Thursday
Lekan Badejo replied to Akin Toffey's discussion 'Call Center Capability for Startups'on Thursday
Can you please get in touch with Benjamin Zidah on benjaminz@hientertainment.tv. I am sure he would have information to share with you on this your question. He is an expert on the subject matter. Regards, Lekan Badejo badejol@othnielconsulting.com
Bryan Williamson replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences?'on Thursday
Hi, we have set up automated absence lines for agents to call and put in their agent number and the number of days they are expecting to be absent. This is then available 24x7 and emails their supervisor with the information. The downside is that ...
Robert F. Fuentes replied to Kathryn Jackson's discussion 'What Procedure do Contact Centers use for Agents Reporting Absences?'on Thursday
Hi Kathryn: In our call center we use a centralized attendance line. This centralized line enables our Workforce Management Team to review and modify staffing and telephone coverage requirements among our Teams, as well as advising the Team Superv...
 

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