ICMI Contact Center Forum

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17 hours ago
Topic:
Recommendation for SMS / Texting companies to use?

lafede016
lafede016
Posts: 1
Try EuropSMS, they offer 120 free SMS and they have launched a new service: sms landing
4 days ago
Topic:
Call Center Management Structure

sharon.frisby
sharon.frisby
Posts: 1
Hi Luanne,
We have 44 agents, 1 Assistant Manager, 2 Team Leads, 1 Trainer and 1 Quality Assurance Analyst. Our QA colleague completes call evaluations daily.
Best Wishes
5 days ago
Topic:
Developing KPIs for RTAs

Joe Long
Joe Long
Posts: 1
Hello, I've been working as a WFM Supervisor at a large vendor contact center for a little over a year and I'm looking to refine my team's KPIs to better grade them and provide more valuable feedback toward their continued professional growth. The group I specifically manage are real-time analysts.

Any advice or best practices on what KPIs are valuable and objectively trackable? Even subjectively, are there traits you all out there have found to be beneficial?

Any help/ guidance would be greatly appreciated.
6 days ago
Topic:
Collecting and Acting on VOC Data

ericamarois
ericamarois
Posts: 48
Good morning, friends!

It's time for another ICMIchat. Today we'll talk about the voice of the customer--what's the best way to collect feedback, how do you act on that feedback, and how do you get agents involved? Here are all the questions we'll cover:


Q1: How do you define the voice of the customer?
Q2: What are some of the things you seek to learn from the voice of the customer?
Q3: What's the best way to collect VOC data?
Q4: How do you ensure that VOC data isn't only collected, but also acted upon?
Q5: What are some ways to measure the ROI of a VOC program?
Q6: How can the contact center involve agents in VOC collection?
Q7: As a customer, what's one thing you wish companies knew/asked about you?


Hope to chat with you at 1pm ET!
11 days ago
Topic:
Going multi-channel. Advice?

Sammy Evers
Sammy Evers
Posts: 2
amber.krueger wrote:
We are in process of adding chat - currently we solely service inbound calls. One thing that will make our transition easier is that we have a hybrid team in our center - they spend part of the day taking calls and part working on projects. That team will be the one we add Chat servicing to, as they will be able to work on projects in between chats coming in. Do you have such a capability?



Yes! Definitely helpful. We would have that capability if need be, and that's an excellent recommendation.

After a few discussions with leadership, I've been informed that we're looking at a vendor that actually houses live chat, phone, SMS, email and social in one platform. I guess with a little bit of training, all agents can work from one queue. As interactions come in, regardless of channel, it goes to the next available rep.

That calms my fears a bit! I was so worried about reports and adding new teams, etc.
11 days ago
Topic:
Call Center Management Structure

amber.krueger
amber.krueger
Posts: 4
We have under 50 agents, so we are small as well, and we have two sites. Our structure is as follows:
1 SVP who oversees the entire operations; 1 site operations manager at each location; 4 team managers at each location, each with 5-10 agents reporting to them; 2 leads at each location to help coach and support staff. Our Customer Experience team (does our call reviews and some additional coaching) is a team unto itself. Hope it helps to see how other organizations structure things!
11 days ago
Topic:
Risk vs. Reward of Reducing SLA Goals

amber.krueger
amber.krueger
Posts: 4
Off the cuff, I would assume that reducing SLA may mean longer hold times for callers, which could then lead to more complaints from disgruntled callers that would be directed towards the person answering the phones. This could lead to frustration and burnout, hence the turnover you are concerned about. From a reward standpoint, you would most likely need a smaller staff if your SLA goals lower, which could bring down overhead costs. It's also possible, that if you don't reduce headcount, lowering SLAs could allow for more off-phone activities, coaching, development, etc. (a reward).
11 days ago
Topic:
Going multi-channel. Advice?

amber.krueger
amber.krueger
Posts: 4
We are in process of adding chat - currently we solely service inbound calls. One thing that will make our transition easier is that we have a hybrid team in our center - they spend part of the day taking calls and part working on projects. That team will be the one we add Chat servicing to, as they will be able to work on projects in between chats coming in. Do you have such a capability?
11 days ago
Topic:
ROI for Post-Call Surveys

amber.krueger
amber.krueger
Posts: 4
Good afternoon. We are in the process of trying to incorporate post-call surveys for our contact center. Are you able to share with me what ROI you have seen in your contact centers due to adding in post-call surveys? Thank you!
13 days ago
Topic:
How to Share Success with the Team

ericamarois
ericamarois
Posts: 48
It's that time again! We hope you'll join us today at 1:00 ET for another #ICMIchat. Today we're discussing ways to share success with your team, as well as the organization as a whole. Here are the questions we'll cover:

Q1: Does your contact center use digital billboards/signage to report live metrics to the team? Why/why not? #ICMIchat
Q2: What are some ways to make team meetings more lively and meaningful? #ICMIchat
Q3: How do you encourage and empower employees to recognize and celebrate the success of their peers? #ICMIchat

Q4: What is one unique metric your company tracks to measure customer service success? #ICMIchat
Q5: Is meeting all the contact center's metrics goals a true indication of success? If not, what is? #ICMIchat
Q6: How do you communicate missed metrics goals to agents without crushing confidence and morale? #ICMIchat
Q7: How do you celebrate & communicate contact center wins with the rest of the company? #ICMIchat
17 days ago
Topic:
Call Center Security event in Boston - March 22, 2

sarahb
sarahb
Posts: 1
If you're in the Boston area, there will be a lunch & learn event on PCI DSS compliance & call center payment security taking place on March 22. Register today! http://ow.ly/tHym309GMo1
17 days ago
Topic:
Supervisor vs. Team Leader

andrejones6
andrejones6
Posts: 1
That's just a title. Anyone with leadership responsibilities can be named a supervisor, manager, leader and so on.

- Andre Jones
18 days ago
Topic:
How to Show Love To Your Customers

Go4customer
Go4customer
Posts: 1
Customers are real lifeline of your business, and with huge clients base you cannot compete with your competitors. I will tell you five ways to which customers will fall in love with your business and indirectly you easily improve customer satisfaction score

1. Treat your Customers in right manner without losing your patience even he/she is angry with you. Find right solution for him/her
2. Respect Your Customers from your heart and try to find what he/she wants regarding products or services
3. Always Listen Hear What Your Customers are Saying
4. Continue to Satisfy Offer Ongoing Support and Specials
5. Build Trust Alert Customers to Large Scale Changes, Good or Bad
18 days ago
Topic:
Going multi-channel. Advice?

Sammy Evers
Sammy Evers
Posts: 2
The contact center I work in (roughly 100 agents) has recently been looking to add additional service channels. They want to expand from email and phone and add SMS, live chat and possibly social.

As a manager, I have little say in the final decision - but I obviously have my concerns when it comes to the logistics and operations. Have any of you ever experienced this kind of transition? What was the plan of attack in your call center? Did it fall on its face or did it actually make life easier?
2/23/2017
Topic:
Risk vs. Reward of Reducing SLA Goals

SeaHawkins
SeaHawkins
Posts: 5
I'd be interested in knowing your current SLA, and why do you want to decrease it. Your service level should be determined based on the customer's needs, expectations and satisfaction, the agents workload, the type of calls you get, and your operating budget. Each of these are both risks and rewards. SLA's have to be unique to your organization and not based on "industry standards".
2/23/2017
Topic:
Risk vs. Reward of Reducing SLA Goals

Kristen NJ
Kristen NJ
Posts: 1
I need some help guys -- I am being asked to compose a response to the question "what would be the risk vs reward be if we reduced our SLA to 70% as well as an assessment if we reduced SLA goals to 60%"--- the center has a pretty volatile workload -- there is a sizable range in both call patterns by interval and AHT (5:00 -45:00 by type of call) and those variances will have more impact -- needless to say there will be a direct impact to the customer experience - but in addition there is a *real* potential that this change would impact the employee satisfaction yielding higher turnover - replacing agents is a time consuming and costly process in the pharma industry considering the amount of training required --


This question is definitely a first for me --and I know I need to focus of the cost since the term budget favor-ability was used a number of times -- but I really am at a loss in terms of how to not only calculating this but also how to communicate how much of a risk this will be and that I cannot provide a recommendation for or against a change like this without knowing the end goal
edited by Kristen NJ on 2/23/2017
2/14/2017
Topic:
Contact Center Staff Meetings

jrobbins
jrobbins
Posts: 14
Hi Marla,

Based on your description of things, it sounds like you're understaffed and, if that's the case and you can't increase your headcount, there are still a few options available to you.

On the obvious front, you can "bite the bullet" as Sean puts it and take the hit with overtime. It enables you to hit your Service Level objectives (which keeps the customers happy) but hits your budget (which makes your CFO unhappy).

Another alternative is to plan to take the hit on your service level objective (which makes your customers unhappy) and conduct the coaching/team meetings during periods where you can minimize (but not eliminate) the impact on SL and doesn't add OT (and keeps CFO happy).

A third option is to look at your queue groups and consolidate if & where possible. If you have agents broken into multiple queue groups, they are less efficient than if you had one universal queue (or at least fewer than you have today). If this is an option, it should give you some breathing room to get agents off the phones (or get creative with schedules) to make the coaching and team meetings happen.

The last option is to look at your forecast, your shrinkage numbers (time for QA, coaching, meetings, breaks, etc), your SLA's and figure out what changes need to happen to get you into a better place. This could mean adding staff, it could mean relaxing your SLAs, looking to automate some contacts through self-service, etc.

My point here is that you have options, just need to consider the impact and consequences of each. If you'd like to chat more about this, please don't hesitate to call or email. I worked in a number of small contact centers prior to joining ICMI and know exactly what you're going through. I'd love to help in any way that I'm able.

Justin Robbins
717-537-5504 | jrobbins@icmi.com
edited by jrobbins on 2/14/2017
2/14/2017
Topic:
How to Show Love To Your Customers

jrobbins
jrobbins
Posts: 14
Hi Everyone,


Justin Robbins (@JustinMRobbins) here & I'll be this week's host for our Valentine's Day edition of #ICMIchat.


Join me at 1pm ET on February 14, 2017 to discuss the following questions


Q1: How do you enable customers to contact your company when & where they need (and want) you the most.


Q2: Do you leverage social media or other methods to publically show customers appreciation? If so, how?


Q3: Customers love it when you personalize their experience. In what ways does your company personalize the #cx?


Q4: Sometimes, showing customers love means bending the rules. Do you empower agents to use discretion? What parameters are set?


Q5: You celebrate milestones with your BAE, so why not w/ customer loyalty too? How does your #cctr recognize loyal customers?


Q6: Customers are tired of #FakeBrands. How do you enable your customers to have an authentic relationship with your brand?


Q7: In what ways do you set yourself apart from the competition & encourage customers to choose your brand as their Valentine?


Q8: In what unique & fun ways does your company surprise & delight your customers?


I can't wait to see you there!
2/10/2017
Topic:
Contact Center Staff Meetings

SeaHawkins
SeaHawkins
Posts: 5
Marla, you can try providing real time updates via email or messaging software. At times, I use team huddles at the start of shift to provide quick updates. These are usually 10-15 min at the most. While these are all helpful in getting information to the teams, nothing is better than meeting as a team. If this means downtime or a service disruption, you may have to live with it. If you schedule meetings in advance, you can then offer notifications to your customers regarding a some downtime. I usually give a 24-48 hour notice.

As it relates to OT, I would personally bite the bullet. However, adjust agent start times for others days to avoid OT. Hopefully this won't send a bad message to the team. Also, break the meetings up into smaller groups and have multiple meetings over the course of a few days.
2/9/2017
Topic:
Contact Center Staff Meetings

marla.freeman
marla.freeman
Posts: 1
I manage a call center of approximately 50 agents and our budget is quite tight. We do not have much down time with call volume and in recent months the down time has not been consistent. One of the main struggles that we have is being able to meet with our agents in a group setting to provide regular company updates, team coaching, etc. I would like to get feedback from other smaller call centers to see how team meetings are managed without creating overtime. Thanks in advance for your feedback!




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