Bill Haeffner's Groups
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Managers / Experts of ...
18 members
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Contact Center Systems...
12 members
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Hi Bill:
My name is Jennifer East and I am a part of the Product Strategy team at Knowlagent. I just wanted to provide some clarification on your note above.
Knowlagent integrates with the ACD today to push training and coaching sessions directl...
Andrew, some good points. It seems that all of my experience was the opposite where all too often occupancy was too high for a healthy call center environment and training was relegated further damaging the customer experience. If we had the contr...
Kelly, I have actually discussed the idea with some people from Knowlagent and they have not integrated to the point where the agent didn't need to change headsets to a computer based training system that was integrated with the WFM system. So the...
Matt, I searched your web details and was not able to tell that you deliver the training through the ACD voice path and control the session with rules based technology that the switch controls and reports on.
Ray, I think the idea that the ACD would control the training event just like a phone call and track productivity similar to taking a phone call it would work into the efficency of the center. In most call centers I found it difficult to manage ca...
Ken, no copyright on my side. In reality I know we can do this with Interactive Intelligence including using rules to either wait to push a session only when there are no calls or if the message needs to be sent out we can force it to one agent at...
I think you need to be vary careful what you push down the line and be aware of occupancy %. It could be worse to let the agent have just part of something then cut to an incoming call than to make sure they get the whole message. I must admit it ...
I agree with one of the comments that the training has to be very specific and targeted. Each bite-size piece has to be short enough to fit into the "typical" lull and not jeopardize the service level. It would be tragic to send a 20-minute traini...
Profile Information
- Company Name:
- Avtex
- Industry:
- Telecomunications
- Job Title or Area of Expertise:
- Account Executive
- Total Number of Contact Center Agents (FTEs):
- 0
- Website:
- http://www.avtex.com
- Do you have a LinkedIn or other networking site profile you would like to link to?
- http://www.linkedin.com/myprofile?trk=hb_side_pro
- I am available to help other members by answering questions in the following areas:
- After nearly 20 years of management I have a broad rage of call center leadership experience that I can share. The range can be anything from performance measurements, metrics and how to track them, HR related issues and what technology can and can not be expected to fix.
Comment Wall (11 comments)
- At 1:00pm on August 21, 2009,
Richard Natoli said… - Bill there are a few "supplier types" that would be welcomed into the group if I can get it rolling. You are certainly one of those. My reason for posting that limitation was due to the overwhelming number of "in-your-face" vendors that stalk the internet trying to sell me everything and everything ever invented! I'll put your name on the list of members! Thanks Bill!
- At 11:39am on March 29, 2009,
Ronald said…
- Kindly Visit, www.outsourceindia.co.in
I am looking forward to explore some new opportunities together for mutual benefit.
Regards,
Ron
- At 11:33am on February 20, 2009,
MICHAEL- ROHIT-SANYAL said… - Glad to connect with You
- At 1:30pm on February 18, 2009,
Pauline Mills said… - Bill,
thanks for accepting my friend invite. Yes, I remember you from the metrics discussion as well.
Our business experienced some growth during the last half of 2008 and so far so good. We provide services mainly to the catalog industry and while the postal increases and 'do not mail' actions have hurt the industry as a whole, customers still want the option of old fashioned customer service.
- At 10:09am on December 29, 2008,
Russ Sandlin said… - Thanks Bill for the add!
Russ
- At 5:24pm on August 25, 2008,
Jim Ball said… - Hi Bill:
I am very familiar with Interactive Intelligence, having closely considered that technology when I started up Alpine Access. That was 10 years ago, though, and I know you have made great strides since then. Who is your rep in the Denver area now? I know the rep I worked with back then is over at Siemens now.
- At 8:10am on August 11, 2008,
AMPOWER OUTSOURCING said… - Hi
We are a third party outsourcing organization based at New Delhi with offices in Phillipines and United States.
Kindly review www.ampoweroutsourcing.org to know more about us.
Do let us know with your contact details in order to talk about the business and see what we can yield out of the co-operation
Feel free to contact us at: business@ampoweroutsourcing.org or call us at 310-561-8944.
Regards
Manish Jha
CEO- Ampower Outsourcing
Founder- www.outsourcingforum.ning.com
- At 10:17pm on August 8, 2008,
Jenny Roberts said… - Hi Bill! Thanks for the offer. I don't know if you heard my comment early on in the call, but we are far from being ready to blend our points of contact, although I am excited about the opportunity in the future. We are slow with technology and are currently working on other things. I would say we won't even be there for another year or two...which is rather disappointing, but the reality I have come to live with. I'd love it if you would stay in touch and maybe someday we will be ready to talk with you about it. Thanks!
- At 4:01pm on July 21, 2008,
Krista Kennedy said… - Hi Bill,
It's definitely coming up fast!
-Krista
- At 12:03pm on July 2, 2008,
Paul Roemer said… - Love to. I'm on vacation this week. You might try my cell, 484-885-6942, or we can schedule something next week.
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