Filter by Category

How to Improve Your Call Centre Dashboard

By |June 8th, 2015|Contact Centres|

Many call centres make the mistake of assuming that their dashboards are designed purely for monitoring performance. In truth, call centre dashboards should help managers and team leaders to improve performance. Today, we’re looking at three ways to improve the design and functionality of your dashboard, to help you go beyond performance monitoring, and create a call centre dashboard that helps improve performance.

The 3 Essential Call Centre Metric Types

By |May 28th, 2015|Contact Centres|

Trying to improve call centre performance can be a complicated and challenging pursuit. ‘Improved performance’ comes in all shapes and sizes, and any changes you make in your call centre can affect your customers, your staff and your business in different ways. In order to get a holistic picture of call centre performance, and measure the real impact of your changes, it’s vital to monitor and track metrics from each of these three crucial categories.

4 Challenges of Using Your WFM Dashboard

By |May 26th, 2015|Workforce Management|

There are dozens of software systems dedicated to distilling call centre performance information down to a few key metrics. These workforce management (WFM) dashboards are an essential part of managing your call centre – but they can sometimes create challenges for the managers and agents that use them. To help you (and your agents) get the most out of your software, we’re looking at four common challenges of using a WFM dashboard.

4 Ways to Improve Your Call Centre’s Targets

By |May 19th, 2015|Contact Centres|

Targets play a crucial role in understanding and improving the performance of your call centre. However, with managers having to balance the interests of their business, their agents and their customers, choosing the right targets can be a real challenge. To help you choose the right targets for your call centre, we’re looking at some of the common problems that come with target-setting – and identifying four ways you can improve your call centre’s targets.

Why Call Centres Don’t Prioritise Staff Satisfaction

By |May 14th, 2015|Contact Centres|

In all call centres, there are three primary stakeholders: the customers that call in for help, the staff that serve those customers, and the company itself. The overall performance of a call centre is an amalgamation of how day-to-day operation effects each of these stakeholders. It isn't enough to serve the interests of the business, at the expense of the customer; or to fixate on customer experience without regard for staff satisfaction. In order to get a clear understanding of how our call centre is performing, we need to determine how well the call centre is serving its three main stakeholders. To achieve that, we can monitor three distinct aspects of performance: customer experience, operational efficiency, and operational health.

The Hidden Costs of Workforce Management Software

By |May 11th, 2015|Workforce Management|

The costs of owning and operating workforce management (WFM) software aren’t always clear. To help you get the most from your software, and minimise its costs, we’re looking at the Total Cost of Ownership for WFM software - and identifying the hidden costs that many businesses struggle to recognise.

Are WFM resource planners really wasting 50% of their time?

By |March 24th, 2015|Workforce Management|

What industry employs people to tell other people what’s just happened right in front of them? No, I was not thinking of a NASA space walk or military command talking soldiers though a night-time assault. I am referring to the contact centre industry where untold man hours are spent reporting back on what has just happened. A recent report by Interactive Intelligence Inc seems to share my concerns that the industry is spending too much time and effort reporting and not enough acting.

Help! My WFM dashboard is like my car warning lights

By |March 5th, 2015|Workforce Management|

Ok, here’s a test for you motorists. Imagine you are driving along when suddenly this sign lights up on your dashboard. Can you tell me what it means?

Incorporate Smart Machines into Your WFM Plans

By |February 11th, 2015|Technology|

“Leading-edge organizations are starting to build their own smart advisors to make experts smarter,” said Tom Austin, vice president and Gartner Fellow. They include financial, healthcare and intelligence organizations and legal services firms. CIOs, CTOs, enterprise architects, business relationship managers and other IT leaders need to incorporate smart machines into their plans and investment strategies now because these technologies will significantly change how business and government work — and how humans in general work. In fact, this process is already underway.

Mr Coleman, your beers are running low. Can Big Data fix it?

By |February 6th, 2015|Technology|

Can Big Data get any bigger? Oh yes sir. Meet Big Data’s Big Brother the Internet of Things (IoT) The Internet of Things (IoT) is the network of physical objects or "things" embedded with electronics, software, sensors and connectivity to enable it to achieve greater value and service by exchanging data with the manufacturer, operator and/or other [...]

Reports of the death of voice in Contact Centres have been greatly exaggerated

By |January 15th, 2015|Contact Centres|

The contact centre business is losing its voice- literally. Over the next two years, digital interactions will replace voice calls as the main form of customer engagement, according to the latest research by Dimension Data. So what does this means for the contact centre world? Will the phones stop ringing with all staff redeployed as [...]