Customer satisfaction relies heavily on whether he can get through to an agent and once he makes that connection, if he is helped properly. Downtime whether due to a natural disaster or something man-made means a barrier in that connection or lack of proper information reaching customers. Downtime in a Contact Center can cause serious harm to a business. Find out what you need to know about disaster recovery and BCP for your contact center.
Gone are the days of rigid workforce management where full-time schedules, traditional shifts and conventional agents dominated the call center scene. Today, many centers experiment and succeed with such things as split shifts, odd hours, virtual workers, and agents on loan. To best manage an always-dynamic workload and an increasingly-demanding customer base, leading call centers think outside the box and even the cubicle when it comes to agent staffing.
Setting up a call center is task that involves a variety of areas. Knowing the key areas can help you save time and money.
How do you calculate the service level at your contact center? Do you divide by the number of answered calls, the number of calls offered (Answered plus Abandoned), or those that are answered and those that abandon after some set threshold? Options, options, options.