ICMI Contact Center Forum

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10 days ago
Topic:
Tracking agent time

parashersushant123
parashersushant123
Posts: 1
I think managing agents time is one of the major key aspect of running a contact center. Most of the call center managers use Aux code to better monitor and identify how an agent's time is distributed
Here are some tips to track and manage call center agent time:

1. Using Auxiliary time in a call center - Auxiliary time is defined as agent status that makes agent unavailable for incoming calls. This means your agents will be marked away or aux and will not receive calls. In order to track what agent is doing, call center assigns aux code.
2. Using real-time monitoring feature comes with every call center software.
3. Keep an eye on agent morale i.e make sure none of your agents is misusing aux time.
17 days ago
Topic:
Remove noise

valernur
valernur
Posts: 1
valernur
valernur
Posts: 1
Topic: Remove noise
Hi,
I am looking for a software product to improve audio quality - especially reducing or even totally cancelling ambient noise. Do you have experience with PBXMate for this purpose ? Are there any other recommended software products ?
Thanks,
Nur
19 days ago
Topic:
Handle time

arsh_1011
arsh_1011
Posts: 2
arsh_1011
arsh_1011
Posts: 2
Topic: Handle time
I know this formula for calculating the Average handling time.

Average Handling time = (AverageTalktime+ AverageHoldTime+ After Call Worktime)/Answered Calls
12/20/2016
Topic:
Wireless Headsets

bradleyyoung04
bradleyyoung04
Posts: 7
I was wondering if any of you guys have any suggestions on the latest wireless headsets available? I am looking to advise a high-end company in the UK with regards to upgrading their existing wired devices but was looking for the input of others. I am currently leaning towards Sennheiser wireless headsets https://www.headsets.com/wireless/system/brand/sennheiser/ as they are only a small team and therefore the cost is not going to be a huge factor. Basically, they are looking for quality.
12/20/2016
Topic:
Need Help! Planning for growth

bradleyyoung04
bradleyyoung04
Posts: 7
I am more than happy to provide you with any information that you may require. I actually work as a consultant focusing on call centre best practise and migration options, so happy to offer some insight.
12/20/2016
Topic:
Recommendation for SMS / Texting companies to use?

bradleyyoung04
bradleyyoung04
Posts: 7
I too can vouch for OneReach.
12/20/2016
Topic:
Will robots replace agents?

bradleyyoung04
bradleyyoung04
Posts: 7
I am very much a firm believer in the fact that humans are always going to prefer to interact with other human beings. I know myself then whenever I am forced to interact with a robot, I feel somewhat frustrated and don't feel as valued as a customer.
11/29/2016
Topic:
Will robots replace agents?

ericamarois
ericamarois
Posts: 46
Hi, friends!

Hope you all had a wonderful Thanksgiving holiday. I'm excited to be your host again today for #ICMIchat. Today's topic: will robots replace agents? Let's discuss the impact that automation and emerging technology will continue to have on the contact center. Here are today's questions:

Q1: As a customer, how does automated customer service make you feel? #ICMIchat
Q2: Does your company automate any aspects of service? How well does it work? #ICMIchat
Q3: What can contact centers do to improve the IVR experience for customers? #ICMIchat
Q4: Which types of service interactions are best suited for self-service or automation? #ICMIchat
Q5: More restaurants, airlines & hotels are moving towards a mostly self-service model. Good idea or bad idea? Why? #ICMIchat
Q6: Does increased automation change the job description for frontline employees? How so? #ICMIchat
Q7: Some experts believe virtual agents will eventually replace live agents. Do you think this is feasible? #ICMIchat


Please invite a friend and join us today at 10am PT/ 1pm ET :)
Chat with you soon!
Erica
11/19/2016
Topic:
Recommendation for SMS / Texting companies to use?

hellobiu11
hellobiu11
Posts: 1
sales. Was wondering if anyone had any recommendations for ease of use, features, pricing.
11/15/2016
Topic:
How to Create a Seamless Customer Experience

ericamarois
ericamarois
Posts: 46
Calling all contact center, customer service, and customer experience leaders! It's time for another #ICMIchat and we want your opinions and expertise. Please join us today at 1pm ET for a one-hour discussion on creating seamless customer experiences. Neal Topf is today's host, and here are the questions we'll cover:

Q1: How do you define customer experience? #ICMIchat
Q2: What does it mean to deliver a seamless customer experience? #ICMIchat

Q3: What prevents businesses from delivering a seamless customer experience? #ICMIchat

Q4: How can the contact center best work with other departments to drive consistency across customer touchpoints? #ICMIchat

Q5: What role should technology play in the customer journey? #ICMIchat

Q6: What are some brands you think do an exceptional job of providing a seamless service experience? #ICMIchat

Q7: What’s one simple change you can make in 2017 to improve the experience for your customers? #ICMIchat


Everyone is welcome, so please spread the word and invite a friend!


Look forward to chatting soon,
Erica
11/8/2016
Topic:
Tips for Implementing a New Service Channel

jrobbins
jrobbins
Posts: 12
This week on #ICMIchat we revisit the popular topic of new channel implementations. Let's take a look at the channels you'll be supporting in 2017, your strategies for doing so, and insights for overcoming the challenges you could face along the way.


I'll be your host as we unpack the following 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? If so, what & why?


Q3: What new channel(s) will your #contactcenter add in 2017?


Q4: For what reasons do you plan to add a new channel?


Q5: How will you measure the utilization & success of the new channel?


Q6: What challenges did you face with past new channel implementations?


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


Q8: What other advice do you have for implementing a new channel into the contact center?
11/4/2016
Topic:
Recommendation for SMS / Texting companies to use?

alberto
alberto
Posts: 2
Thank you for your input! We are actually experimenting with OneReach right now as well, and I will look over the review guide you supplied. I am definitely still open to any and all other experiences anyone else wants to share as well.
11/4/2016
Topic:
Recommendation for SMS / Texting companies to use?

SeaHawkins
SeaHawkins
Posts: 2
There are several vendors you can compare that may fall within your price range based on the size of your center. Check out this review. I have familiarity with OneReach,as I used their product in a previous contact center. I was quite satisfied with their offering.
11/3/2016
Topic:
Recommendation for SMS / Texting companies to use?

alberto
alberto
Posts: 2
I run a small contact center of 8 people and we are shopping around for a good SMS / Texting company to use for customer follow up / sales. Was wondering if anyone had any recommendations for ease of use, features, pricing.
11/1/2016
Topic:
How Devices are Changing the Contact Center

ericamarois
ericamarois
Posts: 46
#ICMIchat is back, and as we head toward the final stretch of 2016, we're ready to look ahead. What's next for the contact center of 2017? 2020? 2025? What impact will connected devices and ever-evolving technology have on the contact center? Join us today as we explore!

Hope to see you today at 10amPT/1pm ET! We'll cover these questions during our one-hour chat:

Q1: Has evolving technology given your contact center access to more customer data? How so?
Q2: Connected devices enable customers to troubleshoot problems. Does this make the agent’s job easier or more difficult? Why?
Q3: How do connected devices (and more self-service) impact contact center metrics?
Q4: Do you think customers today want more personalized service? What are some simple ways to personalize the service experience?
Q5: What are the pros and cons of using artificial intelligence for customer service?
Q6: How do you think customer channel preferences will evolve in the coming years?
Q7: What customer experience trends are on your radar for 2017?
10/21/2016
Topic:
Workforce Management Manager

daniel_vannorman
daniel_vannorman
Posts: 1
Hey everyone, I'm hiring at Whirlpool Corporation for the role of Workforce Management Manager. Relocation assistance is available. This position will be responsible for leading a team of analysts in executing complex analysis that will improve forecast accuracy, schedule efficiency, and operational effectiveness as well as supporting development of the future Workforce Management operating model. Applicants can apply directly at: https://lnkd.in/dKp_J5t
10/18/2016
Topic:
How to Make the Most of Your Time at #CCDemo

jrobbins
jrobbins
Posts: 12
There is nothing quite like an ICMI conference! When I was managing contact centers, my attendance at the ICMI events was the highlight of my year and still to this day, I look forward to my time at Contact Center Expo & Conference and Contact Center Demo & Conference above anything else that I get to attend. This also means that the days leading up to the events are among some of the most exciting ones as the final preparations are underway. With next week being ICMI's Contact Center Demo & Conference, we couldn't think of anything better to discuss during #ICMIchat than how to make the most of the conference experience. Join me at 1pm ET as we discuss the following questions and I provide some additional tips and insider secrets!

Q1: Nobody wants to improperly pack for a conference. What do you consider as the "must have" items to pack along? #ICMIchat #CCDemo


Q2: Networking can be super awkward for some people. How do you like to break the ice at a conference? #ICMIchat #CCDemo


Q3: With so many session options, it can be a difficult choice. What's your plan of attack? #CCDemo #ICMIchat


Q4: Our technology vendors are a wealth of knowledge too. What questions should people be asking when they visit the #CCDemo hall? #ICMIchat


Q5: In your opinion, what's the most valuable aspect of attending #CCDemo? #ICMIchat


Q6: What advice would you give to a 1st time #CCDemo attendee? #ICMIchat
10/18/2016
Topic:
Tracking agent time

kolpa
kolpa
Posts: 1
kolpa
kolpa
Posts: 1
Topic: Tracking agent time
Hi, our contact center is upgrading from Avaya PBX to a Cisco VOIP solution. For years we have had agents using their phones to enter aux codes representing various work states (i.e. Ready, Not Ready, After-Call Wrap-up, Break, Lunch, Processing, etc). Our technology provider is asking us to find another way to do this, as the capability will no longer be there unless we invest in significantly increased licensing. As we explore solutions, I'm interested to hear what any others are doing to track their agent time in these work states. We use Workforce Management for scheduling, and our aux code reporting helps us ensure people are doing what they should be doing, when they need to be doing it. Thanks for any help you can offer.
Andy K.
10/17/2016
Topic:
Managing "robo" or dead air calls

pbennett
pbennett
Posts: 1
Hethrj One IVR I used had a built in loop at the options point. If no option was selected it would loop back to the beginning of the message. once it did this twice, the call was sent to a voicemail box. Usually this was sufficient if there was a live caller to get a response or a "zero" out but if it was a dead air call it was not sent to the queue.
10/11/2016
Topic:
What Do Today's Customers Really Expect?

ericamarois
ericamarois
Posts: 46
Are customer expectations on the rise? If so, what role (if any) does technology play in shaping expectations? According to Brad Cleveland, today's customers have ten key expectations. Join me today at 1pm ET as we discuss a few of those. Come prepared to learn and share your thoughts on the drivers of great customer experiences. Bonus points if you invite a friend!

Here are the questions we'll cover:

Q1: How has working in customer service impacted your service expectations? #ICMIchat
Q2: What does contact center accessibility mean today? #ICMIchat
Q3: What are some simple ways to ensure frontline agents are always empowered with the information they need? #ICMIchat
Q4: What are some of the biggest stumbling blocks to achieving FCR, and how can the contact center overcome them? #ICMIchat
Q5: Customers are inundated with more information than ever before. What’s the most effective way to initiate follow-up? #ICMIchat
Q6: What’s the best way communicate & demonstrate a philanthropic commitment to customers? #ICMIchat




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