ICMI Contact Center Forum

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5 days ago
Topic:
Measure What Matters

ericamarois
ericamarois
Posts: 83
Good morning!

It's time for another #ICMIchat, and today we're bringing it back to the fundamentals. Join us at 1:00 ET to chat about a classic contact center topic: metrics.

Here are the questions we'll cover:

Q1: What metrics do you consider most important in your contact center? Why? #ICMIchat

Q2: What barriers do you face in meeting or improving on your KPIs? #ICMIchat

Q3: Are you planning to introduce any new metrics this year? If not, do you wish you could? #ICMIchat

Q4: Are there certain metrics that you wish you could stop measuring? Which ones & why? #ICMIchat

Q5: What advice do you have for getting agents & supervisors to buy into the metrics that matter most?

Q7: What are some of the common mistakes contact centers make in reporting on metrics? #ICMIchat

Q8: What technology or tools do you use to report on success in your contact center? Any hacks to share? #ICMIchat


Just follow and use our hashtag on Twitter to participate! Hope to see you there.
12 days ago
Topic:
Team Building in a Busy Contact Center

ericamarois
ericamarois
Posts: 83
Good morning, #ICMIchat community!

Who's ready for our second chat of the year?

Today's topic came at the request of our ICMI Training Symposium attendees. At each Symposium, we ask our participants to share topics they'd like to see explored on icmi.com. This one came up multiple times: "how to make time for team building in a busy contact center."

I hope you'll join me today at 1:00 ET to discuss!

Here are the questions:


Q1: How much time, if any, does your whole team spend engaged in team building activities?

Q2: In your opinion, is team building important for the success of a contact center? Why/why not?

Q3: How do you get everyone on the same page when you have agents working in different schedules/locations?

Q4: What are some of the best team building activities your team has participated in together?

Q5: What does your contact center struggle most with when things get extra busy?

Q6: What are some ways to help agents avoid burnout?

Q7: In what ways should agents be a part of building team culture?

Q8: What sort of us vs. them mentalities have you encountered in the contact center? How do you overcome them?

Q9: What are some topics you'd like to chat about this year during #ICMIchat?
19 days ago
Topic:
How to Improve the Hiring Process

ericamarois
ericamarois
Posts: 83
Happy New Year!

I hope you all had a restful and happy holiday season. After a one week hiatus, #ICMIchat is back today! We hope you'll join us as we kick off the year chatting about a highly requested topic: hiring in the contact center.

If you're new to #ICMIchat, welcome! Just join us at 1:00 ET on Twitter. Follow and use our hashtag to participate in the conversation. Or, you can head over to Twubs: http://twubs.com/ICMIchat

Here are the questions we'll be discussing:

Q1: If you could get approval, what new positions would you add to your team this year?
Q2: How can the contact center make jobs more appealing to talented candidates?
Q3: What are the keys to writing a great job description?
Q4: What's the most effective and efficient way to approach recruiting?
Q5: How do you structure the interview process for a new agent?
Q6: What are the most important qualities/skills you look for when hiring a new agent?
Q7: How does onboarding fit into the hiring process? Who's responsible?
Q8: What's one way contact centers could improve the onboarding process for new agents? #ICMIchat


Hope to chat soon,
Erica
12/19/2017
Topic:
Coaching vs Monitoring

ericamarois
ericamarois
Posts: 83
Hi, everyone!

Please join me today at 1:00 ET for our final #ICMIchat of 2017! For the second week in a row, we let the community select today's topic via a Twitter poll. The clear winner? Coaching vs Monitoring.

Here are the questions we'll cover:

Q1: How do you define quality monitoring?
Q2: As it relates to the contact center, how do you define coaching?
Q3: Who should conduct agent coaching sessions?
Q4: Should coaching be part of the quality monitoring process, separate, or both? Why?
Q5: What are some ways to have more meaningful coaching conversations?
Q6: How can contact center leaders remove some of the fear/paranoia that agents feel about the monitoring process?
Q7: What are the keys to developing an effective and sustainable contact center coaching model?
Q8: What's the best way to tackle performance issues? Do you have any advice for guiding defensive agents down the path to improvement?
12/17/2017
Topic:
Abandonment calculation

chetna.y15
chetna.y15
Posts: 2
Is forced disconnect (FD) included in the calculation of abandonment %?
12/17/2017
Topic:
Handling Time calculation

chetna.y15
chetna.y15
Posts: 2
Is the interaction between an agent and the supervisor added in the handling time for ACD or is this excluded? Do the companies pay for it to the call center partners?
12/12/2017
Topic:
Building a Dream Contact Center

ericamarois
ericamarois
Posts: 83
It's time for another #ICMIchat, and today's topic was selected by our chat participants!

We tallied the votes from the Twitter poll, and "Building a Dream Contact Center" was the clear winner, so here are the questions:

Q1: If you could remove one process or policy from the contact center, what would it be and why? #ICMIchat
Q2: Aesthetically speaking, how would your dream contact center look? Why? #ICMIchat
Q3: Describe your #cctr dream team. What skills & qualities would be at the top of your wish list? ICMIchat
Q4: Imagine your 2018 budget was unlimited. What three purchases/investments would you make first? #ICMIchat
Q5: What's one thing you'd love to do to make the customer experience more ideal (or dreamy ;-)) for your customers? #ICMIchat
Q6: If you could dream up a new role for yourself, what new challenges/responsibilities would you like to tackle? #ICMIchat
Q7: In a perfect world, how would you like every customer to describe their interactions with your contact center? #ICMIchat
Q8: If you could invite any celebrity or industry speaker to come speak to your contact center, who would you choose and why? #ICMIchat


The conversation starts at 1:00 ET time on Twitter. Please join us! Just follow and use the hashtag (#ICMIchat) to participate.
12/4/2017
Topic:
Small, But Mighty: Small Contact Center FAQs

ericamarois
ericamarois
Posts: 83
Do you have lunch plans tomorrow? If you've meant to join us for an #ICMIchat this year, time is running out! Set a calendar reminder and come network with industry peers. Tomorrow's topic will focus on the small contact center, but everyone is welcome.

We scoured the forums to find common questions from our small contact center friends, and we'll discuss them tomorrow. If you like to plan ahead, here are the questions! (And remember, there are no right answers. We welcome friendly debate.)

Q1: What are some possible risks and rewards of reducing Service Level Agreement (SLA) goals?
Q2: What are some simple (and free) ways to track contact agent productivity?
Q3: How can mentorship programs benefit a small contact center?
Q4: What are some ways to teach offshore agents the minor nuances of U.S. culture (such as address formatting)?
Q5: What are the essential duties of a contact center team lead? How should that role differ from a supervisor's?
Q6: What's the best way to make time for regular team meetings when the volume is high and overtime isn't an option?
Q7: For new contact centers, what's the best way to forecast contact volume when there's no historical data to use?
Q8: What are the must-haves on a job description for a QA analyst?


The conversation begins at 1:00 ET on Tuesday. Just follow and use our hashtag (#ICMIchat) on Twitter to join us!
11/30/2017
Topic:
OUTBOUND SALES CALLS

francisco.salvatierra
francisco.salvatierra
Posts: 2
VoIP for Call Centers at 0.0079 and Free Hosted VICIdial

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VoIPberry is now offering our hosted VICIdial for FREE, our predictive auto-dialer will allow your call center agents to make automated calls to your clients while you monitor the agents real time and save the recordings on our Cloud server. 0.009 per minute to USA with Free hosted VICIdial

Signup for a VoIP account here: http://bit.ly/VoIPforCallCenters
11/30/2017
Topic:
Call Center Facilities Best Practices?

francisco.salvatierra
francisco.salvatierra
Posts: 2
VoIP for Call Centers at 0.0079 and Free Hosted VICIdial

100% White CLI Routes SIP Trunk provider for Call Centers:

United States: 0.0079 per minute
United Kingdom: 0.008 per minute
Canada: 0.005 per minute

VoIPberry is now offering our hosted VICIdial for FREE, our predictive auto-dialer will allow your call center agents to make automated calls to your clients while you monitor the agents real time and save the recordings on our Cloud server. 0.009 per minute to USA with Free hosted VICIdial

Signup for a VoIP account here: http://bit.ly/VoIPforCallCenters
11/28/2017
Topic:
Your Most Burning Questions of 2017 (Part 3)

ericamarois
ericamarois
Posts: 83
Hi, #ICMIchat friends!

I hope you all had a wonderful Thanksgiving.

Today we'll wrap up the "Burning Questions" chat series with these questions:

Q1: How do you ensure your #cctr goals align with corporate goals? #ICMIchat
Q2: What are the keys to building effective quality forms? #ICMIchat
Q3: What are the components of an effective customer service vision? Have any examples to share? #ICMIchat
Q4: There's often a tension between sales and service. How can you train agents to balance sales and service goals? #ICMIchat
Q5: What are some simple ways to train empathy? #ICMIchat
Q6: What is one practical way to improve CSAT scores? #ICMIchat
Q7: What's the best lesson you've learned about #cctr agent onboarding? #ICMIchat
Q8: Peer recommendations are becoming more and more important. In what ways will you encourage customer advocacy in 2018? #ICMIchat


Hope to see you at 1:00 ET. Just follow and use our hashtag (#ICMIchat) to chat with us on Twitter :)
11/26/2017
Topic:
Call Center Facilities Best Practices?

dieguez.oscar
dieguez.oscar
Posts: 1
I am also interested in this kind of information, about best practices about desk layout, work spaces, ratio of rooms needed for coaching, training...etc.
11/21/2017
Topic:
Giving Thanks for Customer Service Professionals

ericamarois
ericamarois
Posts: 83
It's that time of year again! Today's the day we pause and reflect on the high points of the year and give thanks for the customer service professionals who made it all happen. Join us at 1:00 ET as we discuss the following questions:

Q1: What's one thing your team accomplished this year that you're really proud of? #ICMIchat
Q2: What's your favorite part about working in the customer service industry? #ICMIchat
Q3: What's your favorite way to show appreciation to your #cctr agents? #ICMIchat
Q4: What's one gesture that makes you feel appreciated at work? #ICMIchat
Q5: What makes you feel appreciated as a customer? #ICMIchat
Q6: What are some ways the contact center could use random acts of kindness to show appreciation to customers? #ICMIchat
Q7: Which piece of technology are you most helpful to have at work? Why? #ICMIchat
Q8: What's one brand that did an exceptional job serving you this year? What did they do that stands out? #ICMIchat

Just follow and use our hashtag (#ICMIchat) to join us. First-time chatters are always welcome! :)
11/14/2017
Topic:
Your Most Burning Questions of 2017 (Part 2)

FacebookTech
FacebookTech
Posts: 1
It may appear as though Facebook's tuning in through your cell phone's mic, however, the startling part is that it doesn't need to. It appears as though Facebook's security rehearses prompt a backfire like clockwork, and the following wave is approaching. Facebook's promotion stage let Russia run amuck amid the last decision. Here's the way a previous Facebook item chief would settle it. For more information contact facebook customer service toll free.
11/14/2017
Topic:
Your Most Burning Questions of 2017 (Part 2)

ericamarois
ericamarois
Posts: 83
Good morning!

Last week we discussed some of the top contact center questions of 2017. Today, we continue that theme. Here's what we'll cover during part two of the "Most Burning Questions" series:

Q1: What's the best no-cost way you've ever celebrated Customer Service Week?
Q2: What advice do you have for dealing with high absenteeism rates?
Q3: What strategies have helped your team reduce agent attrition?
Q4: What advice do you have for contact centers looking to network with industry peers?
Q5: In what ways should contact centers leverage self-service in 2018?
Q6: Without investing in new technology, what are some simple ways to reduce customer wait times?
Q7: What are some ways to help agents feel more engaged in the quality monitoring process?
Q8: In-house vs outsourced service: how do you determine what's best for your business and customers?


As always, the conversation starts at 10:00 PT/ 1:00 ET. Just follow and use the hashtag #ICMIchat to join us!


Hope to chat with you soon :)


Erica
11/7/2017
Topic:
Your Most Burning Questions of 2017 (Part 1)

ericamarois
ericamarois
Posts: 83
Good morning!

It's hard to believe that 2018 is only weeks away, but now that the weather is (finally) getting cooler, let's take some time to reflect on 2017. I've spent some time analyzing ICMI's web search data and uncovered the top questions of 2017. Over the course of a three-part #ICMIchat series, we're going to talk about them all. Part one kicks off today with these questions:


Q1: How can you provide agents with scripts/templates that don't sound robotic? #ICMIchat
Q2a: What are the metrics your team uses to gauge success? #ICMIchat
Q2b: Who selected those metrics & how/why? #ICMIchat
Q3: What skills do you look for when hiring agents to support live chat? #ICMIchat
Q4: What's the best way to measure the effectiveness of contact center training? #ICMIchat
Q5: As companies like Amazon continue to shape customer expectations, what are practical ways the #cctr can respond? #ICMIchat
Q6: What's one interview question hiring managers should ask potential #cctr agents? #ICMIchat
Q7: What's the staff to supervisor ratio in your #cctr? What have you found works best? #ICMIchat
Q8: What's the most effective scheduling strategy your contact center uses to ensure adequate staffing and service levels? #ICMIchat


The conversation starts at 1:00 ET. Just follow and use #ICMIchat on your favorite Twitter browser to participate.
11/5/2017
Topic:
Incident Rate or Contact Rate

jean.wenzel
jean.wenzel
Posts: 1
Does anyone have any good benchmarking information on incident rate/contact rate for technical support in a SaaS environment? I've been searching the web and benchmarking sites and am not have any luck finding relevant information.

Thanks!
11/1/2017
Topic:
Disaster Recovery Plan

sharon.mikolitis
sharon.mikolitis
Posts: 1
I am looking for information on disaster recovery plans for small contact centers that are located in one place. Has anyone built a recovery plan for when a disaster strikes and your facility may need to shut down for more than a few hours or a day? Is there an outline/template that you used to make sure you cover everything? Any advise you can give me would be appreciated.
10/31/2017
Topic:
Seriously Scary Customer Experiences

ericamarois
ericamarois
Posts: 83
Happy Halloween! Please join me today at 1:00 ET for #ICMIchat. In keeping with the spirit of the day, here's our topic-- Seriously Scary Customer Experiences: Tips for Avoiding Service Snafus


These are the questions we'll discuss:



Q1: What makes you dread calling a company for service?
Q2: As a customer service professional, what's your biggest job-related fear? What keeps you up at night?
Q3: How do you train employees to respond to angry customers?
Q4: Feeling ''stuck'' in a channel is a nightmare for some customers. What are some ways to enable more graceful channel pivots?
Q5: How can marketing, sales, and service, all better collaborate to improve the customer experience?
Q6: Considering recent security breaches, what extra steps (if any) should the contact center take to safeguard customer data?
Q7: What do today's customers expect from an IVR?
Q8: How do you protect agents from abusive customer interactions?


Just follow and use the hashtag on Twitter to join us! I look forward to chatting with you soon :)
10/25/2017
Topic:
Tips for upselling and crossselling in call center

Proglobalbusinesssolutions
Proglobalbusinesssolutions
Posts: 1
Certain tips to make use of up-selling and cross-selling call center sales techniques in most productive manner.




Know more in detail :
http://www.proglobalbusinesssolutions.com/call-center-articles/call-center-sales-techniques/




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