Dan Rickwalder's Discussions
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Hi Dan,
I'm an independent consultant who has worked extensively with Verent as well as a number of other systems in many industries (including health care). I've found that optimizing your workforce management/quality system often has less to do w…
Hey Mike,
Call recording can be a tough sale. If you are manually dialing, you are probably hitting a low sales/contacts per hour which translates easily into the bottom line. (I'm assuming you are making about 6 right party connects an hour dialin…
or yeah, what Mike said :)
Hi Mike,
Assuming you have the ability to remote monitor calls you can buy a call recording box from radio shack
http://www.radioshack.com/product/index.jsp?productId=2104040 for under $20 and download a low cost or free recording tool like http://…
Hi Beth,
You have the sum of all the possibilities here in a number of great posts! To tie them all together, you will need to consider how large your center is (and thus how much you can afford technology or process changes), how effective your cu…
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 big…
Profile Information
- Company Name:
- Proactive Planning Group
- Industry:
- Consulting
- Are you a member of the ATA (American Teleservices Association)?
- No
- Job Title or Area of Expertise:
- Workforce Management and Call Center Analytics
- Total Number of Contact Center Agents (FTEs):
- 0
Comment Wall (1 comment)
- At 5:58pm on November 12, 2009,
pavan said…
- Hi,
This is Pavan from Excelout Solutions. We are looking for the person who can get the inbound clients for the call centers. I'd like to ask you if it is possible for you to get the inbound projects to the call centers then we can work on contract and good revenue sharing model. Waiting for your quick response.
Thank You.
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