Tag Archives: Service level

Improving Your Call Center Reporting and Your Operations

Posted on August 18, 2010 by admin

Graphical Trend Reports can be a very helpful in your Contact Center. Turn boring data into actionable information

Posted in call centre videos | Tagged ACD, Agent performance, Call Center Help, call center management, Call Center support, contact center, customer service, helpful reports, How to report data, Improving reporting, information reports, Keynote Presentation, Managing, measure performance, Reporting, Service level | 1 Comment

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