Tag Archives: Agents

Call Center Management – Agent Occupancy

Posted on July 20, 2010 by admin

What is Occupancy? Why is it important? How to calculate it. What is “ideal” Occupancy. Factors that drive Occupancy.

Posted in call centre videos | Tagged after call work, agent stress, Agents, AHT, busy time, Call Center, call centre, call centre planning, call length, call load, call volume, call work, call wrap, calls answered, calls offered, cost per call, customer service, ewfm, hold time, idle time, interval staffing, occupancy, operating costs, scheduling, Service level, SL, staffing, staffing a call center, staffing plan, SVL, talk time, utilization, work force management, work time | Leave a comment

Call Center Management – Agent Cheat Sheets – good or bad in the Call Center?

Posted on July 16, 2010 by admin

What are cheat sheets? Why they can be a concern within your Call Center. What to do about them. Helpful information from www.careforcustomers.com

Posted in call centre videos | Tagged Agents, call backs, Call Center, Call center agents, call center coaching, call center management, call center processes, call centre, call centre coaching, call volume, cheat sheets, csr, csrs, customer service, improving a call centre, improving my call center, improving my call centre, managing a call centre, paperless, paperless call center, training | 2 Comments