5 min read
Most of what managers do is to make decisions and solve problems. Often, managers are under stress and with limited...
Planning
In the early days of my career I was responsible for setting up an operation in a different city. It...
Management of teams in a call center environment is never easy. Depending on your industry and your hours of operation...
I was recently asked this question in one of the forums that I am active on and its actually a...
A very important point to remember at all times is that you need to have a more aggressive Internal SLA...
Skill-Based RoutingSimpler to say than actually execute, SBR is a way of ensuring that your contact reaches the agent best...
Escalation Matrix -OK, great, we've got an SLA, we have the appropriate staff in place to take the call when...
SLA - this is a difficult one. You obviously want to offer all of your customers the premier, best in...
2 min read
Continuing from my previous post here, we're going to get more in depth into KPI's and their measurement now. How do I...
2 min read
There is a great quote that goes something like - "If you cannot measure it, you cannot manage it!" ......
