ICMI Contact Center Forum

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11 hours ago
Topic:
Software Implementation

tmcgary
tmcgary
Posts: 1
Hello,


Here in the next few months we will be implementing WFM/QA software through Calabrio. I'm looking for someone who has recently implemented either Calabrio or another WFM/QA software in their center to share their experiences. Currently we don't have any WFM or QA software and have just under 100 agents. Any feedback on how your process went is much appreciated.


Thanks!
19 hours ago
Topic:
Chat with Author Dan Gingiss

ericamarois
ericamarois
Posts: 65
Hi, everyone!

Today we are thrilled to have Dan Gingiss join us for a special #ICMIchat. The conversation kicks off at 1:00 ET on Twitter. Just use the hashtag on your Twitter platform of choice, or head over to our Twubs group to participate: http://twubs.com/ICMIchat

Here are the questions we'll cover during this interactive discussion (bring your ideas!):

Q1: Have you ever experienced a "wow" moment while interacting with a brand through social media?
Q2: In your opinion, who should own social media customer care, and why?
Q3: What do you see as the biggest challenge in supporting customers via social media?
Q4: What's the difference between social media posting and social media engagement?
Q5: What are some simple, but powerful ways brands can engage with their customers on social media?
Q6: What qualities would you list at the top of your wishlist for a social media customer care agent?
Q7: Is there ever an appropriate time to take a social conversation offline? When & how?
Q8: What's one question you have about serving customers via social media? (We'll create a blog post answering them all!)
7 days ago
Topic:
Characteristics of Best-in-Class Contact Centers

ericamarois
ericamarois
Posts: 65
Hello, everyone!

I'll be your host today as we think about the characteristics of best-in-class contact centers. The 2017 ICMI Global Contact Center Awards Winners inspired today's questions. As we looked through the applications from this year's winners, we saw a few common characteristics.

Exemplary contact centers:
  • Empower agents to ''say yes''
  • They collaborate with other departments
  • Serve customers in their channel of choice
  • Encourage career growth and development
  • They're mindful of metrics
  • Their culture promotes continual coaching & learning

So, here are today's questions!

Q1: In your opinion, what are 3 characteristics of a best-in-class contact center?
Q2: What's one simple way to empower agents to make the best decisions for customers?
Q3: What are some ways the contact center can collaborate with other departments to improve the customer experience?
Q4: How do you determine which channels make the most sense for your customers?
Q5: How does your team approach internal promotion opportunities for agents? Do you encourage growth?
Q6: Which metric is most important to your contact center? What do you do to meet or exceed your goal consistently?
Q7: What can companies do to promote a culture of learning?
Q8: What's one company you think deserves an award for excellent customer service? Why?


Chat with you at 10:00 PT/ 1:00 ET! #ICMIchat
14 days ago
Topic:
Hiring & Recruiting on a Budget

ericamarois
ericamarois
Posts: 65
Hi, friends!

Jeremy Watkin (@jtwatin) is our guest host for today. As always, the conversation starts at 10:00 PT/ 1:00 ET and we hope to see you then!

Here are the questions we'll cover:

Q1: What's one new position you'd love to add to your team over the next year?
Q2: What are some low budget, but effective ways to share and market job openings?
Q3: What are the characteristics of a great job description?
Q4: Have Millennials changed your agent recruitment strategy? Why/why not?
Q5: Who should you include the interview process for a new #cctr agent?
Q6: What are the top qualities/skills you look for when hiring a new agent?
Q7: What are some unique questions you like to include in job interviews?
Q8: How do you convince senior execs that it's time to staff up your contact center?
19 days ago
Topic:
Internal Help Desk

kelli.olsick
kelli.olsick
Posts: 1
what is your process when your agents need help or have an escalated call? Does that fall to their manager or a team lead or do you have an internal help desk queue that is used to answer policy/procedure questions and take escalated calls? If you use the former, what is the back-up if the manager is off or not available?
20 days ago
Topic:
Address formatting challenge with off-shore team

raleighcobbii
raleighcobbii
Posts: 1
Do you have any suggestions on how to teach an off-shore team how to format an address in the US? I've shared links to USPS links and they have may examples but, agents are still having an issue updating addresses in the correct format in our CRM.
21 days ago
Topic:
Employee Wellness

ericamarois
ericamarois
Posts: 65
ericamarois
ericamarois
Posts: 65
Topic: Employee Wellness
It's time for another #ICMIchat. Today we're going to discuss a topic that's been growing in popularity--employee wellness!

Here are the questions we'll cover:

Q1: How do you define employee wellness? #ICMIchat
Q2: How much do you think stress impacts workplace productivity? Have you seen the effects in your office? #ICMIchat
Q3: What are some of the benefits of an employee wellness program? #ICMIchat
Q4: How can small contact centers & businesses make small changes that make a big difference for employee well-being? #ICMIchat
Q5: What are some ways workplace safety plays a role in employee wellness? Any tips or rules to consider? #ICMIchat
Q6: How can contact center agents take a more active role in employee wellness programs? #ICMIchat
Q7: How can you determine the ROI of a wellness program? #ICMIchat
Q8: What's the best wellness-related workplace perk you've ever heard of? #ICMIchat
As always, it starts at 10:00 PT/ 1:00 ET. Hope to chat with you soon :)
28 days ago
Topic:
New Channel Implementation

ericamarois
ericamarois
Posts: 65
Hi, #ICMIchat friends!

It's that time again. Today we're going to discuss new channel implementation. We'll chat about challenges and successes, and our guest host is Nate Brown (@CustomerIsFirst). Hope to chat with you at 10:00 PT/ 1:00 ET. Here are the questions:

Q1: What's your channel of choice when you need to contact a company?

Q2: Is there a channel or channels that you wish more companies supported? Why?

Q3: Has your contact center added new channels in the last year? Why/why not?

Q4: What challenges has your contact center faced with new channel implementations?

Q5: What success have you experienced with new channel implementation?

Q6: What's the best way to measure the utilization & success of a new channel?

Q7: How has technology prevented or enabled your new channel implementations?

Q8: What's the #1 piece of advice you have for successfully implementing a new #cctr channel?
7/21/2017
Topic:
converting chat to call

dsittaue
dsittaue
Posts: 1
I manage a small, govt contact center (less than 50 agents) that handles complex inquiries via chat and telephone. I am interested in any information pertaining to converting a chat to a call (i.e., the agent contacting the customer) to improve efficiency and customer service. Note: our technology does not support a "call me" feature so looking for other options/strategies/practices to offer this option to clients. Thank you.
7/20/2017
Topic:
IEEE is a numbered style with two components

juliamoranmike
juliamoranmike
Posts: 1
This post is all about IEE citations because I have observed that people are generally confused about it. The IEEE citation style is generally used in electrical, electronic, but you can use it according to your requirements as well. IEEE provides orders for authors for each type of magazines such as journals, magazines, newsletters, and standards.
For citing, insert the citation number at the related location in the text before any punctuation. There should be a solitary space before the initial four-sided bracket while writing the citation. If a citation seems multiple times in the text, use the same citation number from the first example.
IEEE is a numbered style with two components:
In-text references where references are numbered [1] in the order of appearance in the article.
A reference list is written at the end of the article which provides full details of all orientations cited in-text. The references are ordered as they appear in the in-text references (in order of citation, not in arranged order).
There are varieties of the IEEE citation style. Examples of these references (diaries, and letters, case studies and research papers) can be found in the Institute of Electrical and Electronics Engineers site.
In-content references
Using this framework, references are numbered in the order in which they are first referred to in the content. In case that a similar reference is referred to later in the content, a similar number is given.
7/20/2017
Topic:
Going from Pure Support to Sales

SeaHawkins
SeaHawkins
Posts: 7
Start by explaining why the change is needed. Also, included them (where possible) in the process. Since they are stakeholders, buy-in will come as a result of inclusion. Have a plan in place to train them. If they do not possess the skills needed, they will certainly feel consternation regarding the new role.
7/19/2017
Topic:
Going from Pure Support to Sales

TG-Doug
TG-Doug
Posts: 1
I'm in a very small contact center, and we're incredibly efficient with handling support calls. My team has absolutely slayed all the goals that we've set since I've been their manager.

However, using the same representatives for Sales that are very used to (and were hired for) support means that I have to create brand new buy-in. Does anyone have any experience with pivoting their contact center? How did you create this ultimate buy-in from your representatives?
7/14/2017
Topic:
Call Center Facilities Best Practices?

shawn_peterson
shawn_peterson
Posts: 2
Not necessarily down to blueprints. I am asking such as work stations (chairs, desks, head sets, keyboards), cubicle design, floor layout, etc. Nothing related to performance metrics or work processes.
7/14/2017
Topic:
CTI Integration: suggestions would be great!

pmedina
pmedina
Posts: 5
What ACD do you have now? If all you are trying to achieve is better call routing, you should be able to a higher grade of ACD technology. If you are running PBX lines and working in hunt groups, you aren't going to get very far. With "enterprise level" ACD software you can have it route email, phone, chat, etc. through the ACD. I'm in a small site like yours and because of the inefficiencies and great occupancy I had on phones, I had our IT dept upgrade our ACD and the overflow capabilities and IVR insights helped me improve our AHT and ASA. We are going through the process now of doing an OBDC connection to our CRM so we can route by customer segment without having the customer input their account number as we found that ANI recognition won't get our call to the right place and not everyone plays nice in the IVR. We have a lot of transfers. We are using ShoreTel ECC...not a fan but it was a matter of paying for the upgrade versus getting something completely new (like Interactive Intelligence or Avaya).
So the telephony software does a lot of specialized routing, softphone with release/aux codes and wrap codes to disposition calls. However we are taking it a step further and using Open Methods to really develop a sweet screen pop that will pull up all sorts of customer data. My inside sales team will benefit from that whereas the customer service group has seen significant improvement with an enterprise grade ACD software that wouldn't require any further integration beyond what I mentioned.
7/14/2017
Topic:
Hold % and Duration on Hold

pmedina
pmedina
Posts: 5
In my former world where it was consumer based, I never liked anything more than a minute. As a consumer myself, I don't like being on hold. However if you enforce a tight hold time or low %, CSRs will instead do what they need to do while the customer is on the line which for me is preferable. A customer should only be placed on hold when you need to call someone else but there isn't any reason why a CSR couldn't go through an account, process something with the customer on the line - "right now I'm processing your return so just give me a moment and I will have a confirmation number for you"....this light banter fills in the blanks. I now run a B2B shop and my CSRs are always calling other departments and need to so I look at things differently. I instead look for long holds where the CSR didn't make an OB call to another department (not conference) and look at the number of times they call for support - that to me is a bigger red flag because they have a knowledge issue that needs to be addressed even if it means we didn't train it well enough or at all.
Controlling hold to keep AHT down is pointless - that time will be included in AHT anyway if they work with the customer on the line but don't physically go into hold or you'll see your OB callbacks increase as they will call the customer back when they are done vs handling the issue on the same call (FCR anyone?)
7/14/2017
Topic:
Do you use spreadsheets or WFM software?

pmedina
pmedina
Posts: 5
I went from a very large operation with a command center to a very small one where WFM was an acronym for a major customer and so got very curious looks. I would love to get my hands on an excel spreadsheet!
7/14/2017
Topic:
Call Center Facilities Best Practices?

pmedina
pmedina
Posts: 5
Not sure what you mean. Do you mean typical KPIs? Software? Or are we talking blueprints?
7/14/2017
Topic:
Headcount Forecasting Help

pmedina
pmedina
Posts: 5
This is a very open ended question.
Supervisors: that would be based on the CSR to Supervisor you dictate - no WFM analysis needed. Do you want 1 Sup for every 15 CSRs? for every 20? History should show based on their workload/bandwidth what the cap should be to ensure that Sups have time to coach, monitor their team & floor and handle all necessary admin work
Managers: again...how many Sups should roll up to a Mgr is up to you based on the R&R's of the Mgrs and hours of operations you need to cover
WFM Analyst: If you have three redundant sites, I have to believe your set up is a WFM team at your command center with local WFM support in each site. Again, this number for staffing is arbitrary - it's based on your desired set up, hours of operations, etc.
Reporting Analyst: Will a team support all sites or one per site? Will they only do initial WFM reporting or will they support Mgrs for QBR's, monthly reporting, etc. For example, I had access to a team of report analysts that could pull any report I wanted/needed for real-time and overall operational support but as well would work with to develop the needed reports, charts, graphs for any decks I needed to prepare. Staffing is based on organizational/departmental design.
6-9: I assume these are your "CSRs"....you should have historical reporting to figure out the FTE needs and how to staff throughout your day, night. If you run a 24/7 day operation vs a 8-5 M-F site, your staffing will change. Add in desired AHT, SL, agent utilization, etc. and your numbers change again - sounds like you need a real WFM team to wade through historical data and throw it into a workforce tool such as Intraday to kick out numbers for you
Trainers - again arbitrary - what is your attrition like? what is your training retention like? what headcount do you need to get to and how quickly? how many concurrent classes can your sites run, will payroll budget support what you need?
7/9/2017
Topic:
Handle time

elinbly
elinbly
Posts: 1
elinbly
elinbly
Posts: 1
Topic: Handle time
pangay08.mp Thanks man sorting out this problem in a easy manner. I was really a bit confuse how to handle it.
Average handling time is a crucial when you have large number of employees. I am thankful to you for this.
Average Handling time = (AverageTalktime+ AverageHoldTime+ After Call Worktime)/Answered Calls

__
https://buydianaboluk.co.uk/
6/26/2017
Topic:
Ways to Motivate Your Team

ericamarois
ericamarois
Posts: 65
Are you noticing a dropoff in team productivity now that the lazy days of summer are here? Maybe you're even struggling to stay focused, too? If so, join us tomorrow for a chat that's all about motivation! We'll brainstorm tips to boost productivity, engagement, and more. Here are the questions:

Q1: What are some of the most common causes of distraction in your office/contact center?
Q2: How do you help your employees feel alert & productive throughout the workday?
Q3: Does your team ever use gamification techniques? Why/why not?
Q4: Bonus & Incentive Programs--good idea or bad idea? Why?
Q5: Contact center work can feel monotonous. What are some ways to keep agents challenged?
Q6: Recognition rituals can be powerful. What unique rituals does your team practice?
Q7: What motivates YOU to stay productive at work?




As always, the conversation starts at 1:00. Friends and coworkers are welcome! Just use your favorite Twitter tool to follow the hashtag (#ICMIchat)


Chat with you soon!
Erica




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