CX Master

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• Planning
• SLA
• Teams

Internal & External SLA’s

January 18, 2008 Hutch Morzaria

A very important point to remember at all times is that you need to have a more aggressive Internal SLA...

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• Planning
• Skill Based Routing
• Tools

Erlang ‘C’ & Scheduling for Call Centres – III

January 5, 2008 Hutch Morzaria 1

Skill-Based RoutingSimpler to say than actually execute, SBR is a way of ensuring that your contact reaches the agent best...

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• Erlang 'C'
• Escalation
• Planning
• Scheduling

Erlang ‘C’ & Scheduling for Call Centres – II

December 25, 2007 Hutch Morzaria

Escalation Matrix -OK, great, we've got an SLA, we have the appropriate staff in place to take the call when...

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• Planning

SLA & Tiered Service Levels

December 15, 2007 Hutch Morzaria

SLA - this is a difficult one.  You obviously want to offer all of your customers the premier, best in...

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• Scheduling
• Tools

Erlang ‘C’ & Scheduling for Call Centres

December 12, 2007 Hutch Morzaria 2

Erlang 'C' is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and...

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• KPI
• Planning

KPI’s and the Importance of Measurements (part 2)

November 25, 2007 Hutch Morzaria 1

Continuing from my previous post here, we're going to get more in depth into KPI's and their measurement now. How do I...

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• KPI
• Planning

KPI’s and the Importance of Measurements

November 23, 2007 Hutch Morzaria 2

There is a great quote that goes something like - "If you cannot measure it, you cannot manage it!"  ......