Real-Time Adherence:

Content Related to Real-Time Adherence



• 	Time-onomics and The 24-Hour Customer Adrian Ott, a top Silicon Valley strategist who provides a market edge in today's exponential economy, takes some time to discuss her new book, The 24-Hour Customer and how and where customers are spending their time. In our fast paced world fueled by modern technology, consumers are
  Contributor:   Gina Scanlon Tags: The 24-Hour Customer | Adrian Ott | Silicon Valley 08/24/2010  12:00:00 AM EDT

• Chat Happens: Tackling Real-Time Text in the Call Center With text-based communication fast becoming the norm in society today, anthropologists estimate that by next year humans will have no vocal cords to speak of. Spoken conversation will soon become as rare and as odd an occurrence as a good Samuel L. Jackson movie or the closing of a Starbucks.   Thus, offering a web chat option in your call center is no longer merely recommended but totally....Read more

  Contributor:  Gregory Levin Tags: real-time text | chat management solution | chat metrics 03/29/2011  12:00:00 AM EDT

• Butts in Seats: Ways to Up Agent Adherence Agent adherence to schedule – also known simply as “adherence” or, in less evolved call centers, “get your butt in your seat NOW” – is a metric that measures how often your agents are logged in to take calls (when they are scheduled to be) as opposed to in the break room crying for their mother.  Adherence is not only an important productivity metric, it is on....Read more

  Contributor:  Gregory Levin Tags: agent adherence | call center | Greg Levin 10/19/2010  12:00:00 AM EDT

• Three Ways to Bring the Call Waiting Times Under Control One of the more obvious changes that has occurred in the call center in the last 10 to 20 years is that the call center has taken on an operational role that is far different than before. In the past the call center for high technology companies was primarily used as a backup to technical support operation for service technicians in the field and on customer sites. As products have become more and m....Read more

  Contributor:  William Bleuel, PhD Tags: call center | queuing theory | hold time 12/21/2009  12:00:00 AM EST

• Unpacking Call Center Average Handle Time Average Handle Time, the total time a call center takes, divided by the total number of calls it receives or makes, is never a good thing on its own. Speaking as a manager from an analyst background, if you have access to data including average handle time, then it is a duty to report on the more discrete features of your activities. For example, a call center may indeed take a thousand calls, but how ma....Read more

  Contributor:  Charles Baker Tags: call center | call center representative | average handle time 02/19/2010  12:00:00 AM EST

• Average Handle Time: The Good, the Bad and the Ugly Average handle time is the total amount of time spent by a call center representative in dealing with a caller’s issue, including information gathering and documentation, issue resolution/escalation and the completion of the incident processing activities even if it extends beyond the end of the call.  Call centers and service desks all over the world swear by Average Handle Time, and for....Read more

  Contributor:  Alex Lowenthal Tags: call center | average handle time | metric 02/12/2010  12:00:00 AM EST

• A Non-Mathematical Approach To Basic Forecasting The non linearity of queuing is known, from this knowledge the first leap of faith is to believe that improvement in queuing performance at the call center can have a positive impact on customer satisfaction.  While this does not seem like a very big leap, there is little experimental evidence to prove that it is true. There is a great deal of statistical evidence that will show that improvements in....Read more

  Contributor:  William Bleuel, PhD Tags: queuing | call center | forecasting 04/26/2010  12:00:00 AM EDT

• Defining Trust in Customer Strategy—Call Centers and Beyond Vampire Bats and Customer StrategyA few years ago, I had the opportunity to attend a practitioner-only focus group led by one-to-one marketing and customer strategy guru Don Peppers. We talked about the latest trends in customer strategies, and during the discussion, Don asked an intriguing question: “Does anyone know how vampire bats and human beings are similar?” You can imagine the bewildered....Read more

  Contributor:  Art Hall Tags: value to the customer | call time | customer trust 07/29/2009  5:12:00 PM EDT

• 	Making VOC Actionable With Shannon O'Connor of Verint Technology Shannon O'Connor is passionate about the customer service industry. As Regional Vice President for Verint, O’Connor has seen contact centers of all shapes and sizes but knows the common business challenge—excellent customer service across customer channels. In this podcast interview
  Contributor:   Blake Landau Tags: contact center | call center | technology 05/26/2010  12:00:00 AM EDT

• Improving Customer Experience and Call Center Time Management with Call Path Control Countless call center dollars can be saved every year if call center representatives learn to control the path of the conversation with the customer. In your training sessions, you can teach the call center representatives special call control and discovery techniques. These skills will enable the call center representatives to avoid dead air after a presentation or having to listen to long winded custom....Read more

  Contributor:  Judy McKee Tags: call center | call center representative | training 12/10/2009  12:00:00 AM EST

• Average Handle Time: Is It For You? Everything old is new again–including AHT. I’ve been around the call center space for a long time. Heck, I’ve been around since before the call center was called a call center (back then it was referred to as Inside Sales, Customer Service and Client Relations).  Admitting to my longevity in the field may make me sound ancient but I assure you that I am not prehistoric. Techno....Read more

  Contributor:  Jo'Ann Alderson Tags: call center | call center management | call center representative 12/14/2009  12:00:00 AM EST

• Build a Knowledge Management System You Can Be Proud Of Let's face it. People are busy. Many customers nowadays prefer to hunt down the best solution for themselves. Some don’t actually want to speak to a customer service agent on the phone. Nor do they want to wait days on end for an e-mail response. The logic here is simple: Your customers are thinking that in the time it takes them to locate your phone number, place a call, navigate thr....Read more

  Contributor:  David Ciccarelli Tags: centralized knowledge repository | customer service | centralized knowledge sharing services 02/17/2009  12:00:00 AM EST

• Five Steps for Reinventing your Customer Service and Call Center Philosophy in Turbulent Economic Times Cutbacks on marketing and staffing are the natural reactions of companies during a recession. Most companies react this way.   But, on the other hand, historical evidence proves that companies have been born and others have thrived during a recession.  Companies did not do this by cutting back the spending on advertising and staff.  Procter and Gamble has never cut spen....Read more

  Contributor:  Darryl Flores Tags: call center | contact center | performance measurement 08/17/2009  12:00:00 AM EDT

• Growing Through a Recovering Economy…Are Traditional Call Center Metrics Enough? “Hello, my name is Jane. How may I help you today? Yes, Mrs. Smith, how are you today? I am happy to help you with your order!... Thank you for your order, Mrs. Smith. I’d like to go over the details with you again to make sure I have everything correct.  Now, Mrs. Smith, may I verify the delivery address?... Thank you, Mrs. Smith, and have a nice day!” As ....Read more

  Contributor:  Vivian Blade Tags: call center | customer loyalty | metrics 09/14/2009  12:00:00 AM EDT

• Average Handle Time: An Antiquated Call Center Metric I recently finished reading Customer Management IQ's Blake Landau's blog entry "AHA!" Moment About AHT Average Handle Time and talks about how call center representatives may "hang up" on customers to keep their handle time down to meet their target or quota. I have seen such foolishness in almost every call center I have visited. The Problem with the Call Center Metric Average H....Read more

  Contributor:  Tripp Babbitt Tags: call center technology | average handle time | customer satisfaction 10/15/2009  10:50:00 AM EDT

• 	The Modern Consumer and the 'Spend Shift' Movement John Gerzema, Chief President of Brand Asset Consulting, and co-author of new book Spend Shift: How the Post-Crisis Values Revolution is Changing the Way We Buy, Sell, and Live speaks with Customer Management IQ about how he became interested in writing the book, and how the modern consumer is choosing
  Contributor:   Gina Scanlon Tags: Spend Shift | John Gerzema | Michael D'Antonio 10/21/2010  12:00:00 AM EDT

• 	How Health Care Reform will Affect CRM Jim Champy, bestelling corporate author and health care expert, discusses his new book Reengineering Healthcare: A Manifesto for Radically Rethinking Health Care . Champy is best known for his 1992 New York Times Bestseller Reengineering the Corporation. Champy discusses electronic records, cloud
  Contributor:   Gina Scanlon Tags: health care | Jim Champy | Reengineering the Corporation 11/18/2010  12:00:00 AM EST

• The Best Place for A Reality Check Command and control thinking has to manifest itself somewhere, and no where is it more prevalent than the call center. Let's look at the typical call center:Productivity charts for team, unit and individual performance (complete with targets)Display monitors with number of calls in the queue (and other worthless information)Coaching sessions for those that don't "hit the numbers"Four-six week....Read more

  Contributor:  Tripp Babbitt Tags: call center | average handle time | knowledge 08/24/2009  5:07:00 PM EDT

• 	Straight Talk with Call Center Extraordinaire Art Hall Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast,
  Contributor:   Blake Landau Tags: people management | voc | voe 04/08/2009  12:00:00 AM EDT

• 	Seasoned Call Center Expert Darryl Flores Offers Tips on Proving ROI for Your Call Center With over 16 years in the call center environment, Southwest Business Corporation’s Darryl Flores has had many times when his Senior Management has said “show me.” As a result, his experience in developing unique approaches and distinctive metrics to prove the value of the call center is
  Contributor:   Blake Landau Tags: metrics | call center week | customer satisfaction 05/27/2009  12:00:00 AM EDT

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