Operations and Management (59)
| Discussions | Replies | Latest Activity |
|---|---|---|
Are You Shadowboxing with Data? Are you measuring "good numbers" rather than "good performance"?I love this phrase (shadowboxing with data) and its definition. It fits so appropriately with what happens too often in our contact cente... Started by Kathryn Jackson |
0 | Nov 10 |
Top 10 issues facing internal Call CentersI'm looking for a comprehensive list of top issues facing internal call centers. Started by Andrew Rzepczynski |
9 |
Nov 5 Reply by Andrew Rzepczynski |
Acoustic shock recognised as call centre hazardAn interesting article on how "acoustic shock" may be underestimated (and under diagnosed) in our call centers. Something to consider whe... Started by Kathryn Jackson |
2 |
Nov 4 Reply by Richard Kenny |
Incentive Contests for Work-at-Home Agents...What Are You Doing?We have a work from home program in place for several years and the team is growing. What I would like to know is how businesses are runn... Started by Kathryn Jackson |
0 | Oct 21 |
The Importance of Company CultureI am interested in identifying some of the top companies in different industries that have been recognized for an outstanding company cul... Started by Indever Lal |
6 |
Oct 7 Reply by Terry Follmer |
Adherence, Breaks & Happy FeetWe are currently set up with a standard 30 min lunch and (2) 15 minute breaks in our call centers. We have been having some issues w/ ove... Started by Mark Macenas |
5 |
Sep 28 Reply by Pauline Mills |
ACD Routing Best Practices - FIFO vs LIFOWhich is better when routing customers through your queue - FIFO or LIFO? Find out more about this on the Interactive Intelligence Blog S... Started by Kathryn Jackson |
6 |
Sep 25 Reply by Gaurav Katyal |
Quality Assurance and Customer SatisfactionWe have a client that we're struggling with who will not turn quality assurance 'green' until customer satisfaction results are in and 'g... Started by Kerry Violette |
3 |
Sep 21 Reply by Ann Gray |
Any call centers use out-of-state remote workers (remote agents)?If so, are they contracted hourly employees? I’m curious to know how it is being done. We are a 140-agent call center in South Dakota. W... Started by Kathryn Jackson |
3 |
Sep 21 Reply by Ann Gray |
Does anyone have any hard data on how long it takes the first agent to logoff until the training class begins?The most recent data I have found has stated, "18 minutes from first agent logoff until class starts." Asked by LinkedIn CCPF member - T... Started by Kathryn Jackson |
1 |
Sep 15 Reply by Kathryn Jackson |
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