Why Does the Right CRM Make a Difference

If you run a business that relies on customer experience to grow, then chances are that…

Setting up and Launching a Remote Office

In the early days of my career I was responsible for setting up an operation in…

CSI & Benchmarking

As an IT professional, it is incumbent upon you to continue developing your skills and knowledge…

Using an IVR effectively

First – what is an IVR?  Some people also call it an ACD but whatever you…

What is the hardest thing about running a call center?

I was recently asked this question in one of the forums that I am active on…

Mind Mapping

What is Mind Mapping?  In its simplest form, it is a technique whereby you use a…

Exceptional Customer Service

One important thing to remember from a Customer Service point of view is that the last…

Erlang ‘C’ & Scheduling for Call Centres – IV

The key things you need to remember if you’re using Excel or any staffing program is…

Erlang ‘C’ & Scheduling for Call Centres – III

Skill-Based Routing Simpler to say than actually execute, SBR is a way of ensuring that your…

Erlang ‘C’ & Scheduling for Call Centres – II

Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place…

Erlang ‘C’ & Scheduling for Call Centres

Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to…