About Paddy Coleman

Co-Founder and product architect. Paddy is a seasoned entrepreneur, with a solid knowledge of Contact Centres, excelling in design and development of Workforce Planning solutions. He is an out the box thinker and exceeded all expectations with a recent innovative Management information solution designed to make sense of contact centre and planning matrix. Very focused on what his customer wants, he is flexible in designing fit for purpose solutions. This is Paddy’s 3rd new business, his first, ParaMine, software for the mining industry in Africa was sold to Caterpillar, his second, Payg IT (now called Customer Service Engineering (PTY) Limited) operating in Africa and the Middle East pioneered SaaS in 2001 offering contact centres monthly subscription for their workforce planning software. The company has run successfully for 15 years and continues to do so in South Africa.

Why You Need to Evaluate Your Call Centre’s Service Level Targets

By |July 15th, 2015|Contact Centres|

The 80/20 service level target is a staple of most modern call centres. In many cases, this service level target has gone unchanged for years. However, with your service level playing a crucial role in improving performance, it's more important than ever to choose relevant, effective targets. With that in mind, we're looking at two [...]

3 Reasons Your CSAT Scores Are Too Low

By |July 9th, 2015|Contact Centres|

When a customer calls your contact centre, they have a handful of simple goals in mind: they want to reach an agent, and have their problem solved quickly and efficiently. If that isn’t possible, they want to feel confident that the agent will solve the problem after they’ve hung-up. Low customer satisfaction (CSAT) scores result [...]

3 Ways to Optimise Agent Scheduling

By |July 7th, 2015|Workforce Management|

Every performance decision you make needs to be assessed in terms of its impact on key stakeholders (the business, the customers, and the staff), and the values of your call centre. Your agent schedule is no exception, and in order to optimise your agent scheduling, it’s essential to consider which of these stakeholders your schedule [...]

The Biggest Cause of Call Centre Shrinkage (And How to Eliminate It)

By |July 1st, 2015|Contact Centres|

There are a plethora of problems that cause call centre shrinkage, from unexplained absences to ad hoc supervisor meetings. Within individual call centres, the biggest causes of shrinkage will vary hugely, influenced by the company’s culture, processes and employees. Whilst it would be possible to come up with a laundry list of potential causes of [...]

Why Your Contact Centre Manager Doesn’t Trust Your WFM Data Analysis

By |June 25th, 2015|Contact Centres|

WFM data analysis plays a huge part in driving change within your contact centre – assuming managers and executives trust your analysis. In order to help all members of the contact centre accept, buy-in and act upon your data analysis, you need to be able to present objective, actionable insights. To achieve that, you need [...]

Why Your Excel Spreadsheets are Damaging Call Centre Performance

By |June 17th, 2015|Contact Centres|

Spreadsheets are a staple tool of the modern workplace, used for all manner of analysis, forecasting and reporting tasks. Within call centres, they’re regularly used at all levels of the organisation, for all types of performance management. Whilst spreadsheets still play a vital role in the modern call centre, there are a few areas where they fall short, and have a detrimental effect on performance. To help you manage your call centre as effectively as possible, it’s essential to identify the areas where you require greater analytical capabilities and insight.

Why Average Measurements Are Killing Call Centre Customer Service

By |June 11th, 2015|Contact Centres|

Simple performance metrics play a crucial role in understanding and analysing call centre performance. In most instances, it’s easy to calculate performance metrics over the course of a day’s operation. Unfortunately, within many call centres, problems can arise when these measurements are made over the course of several days.

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.