QuickPoll

Recent Polls

Does your center use agent desktop tools?

May 22, 2012

Do you currently use e-learning techniques in your contact center?

May 15, 2012

Does your contact center measure abandonment?

May 08, 2012

Do the members of your call center’s team span multiple generations?

May 02, 2012

Is the blended call center model effective?

April 24, 2012

What KEY features do you look for when selecting a headset?

April 18, 2012

Does your call center have a good partnership with IT?

April 10, 2012

How do you measure first contact resolution (FCR)?

April 03, 2012

Do you have a formal performance management program in place?

March 28, 2012

Do your quality and training departments work closely together?

March 20, 2012

Is absenteeism a problem in your center?

March 13, 2012

What is your contact center's standard email response time?

March 06, 2012 – Comments (1)

Does your contact center have a formal process for benchmarking?

February 28, 2012

What is your contact center's top agent issue?

February 21, 2012 – Comments (2)

Which of the following Key Performance Indicators (KPIs) would you rank as more important?

February 15, 2012

Is agent adherence so bad that you feel like you need to time your agents' bathroom breaks?

February 08, 2012

Does your contact center measure "hold of holds", or the average hold time of callers placed on hold?

January 31, 2012

Does your contact center have a formal process for analyzing customer satisfaction survey results?

January 24, 2012

If your contact center was hacked, would you consider shutting off one channel to focus on another?

January 17, 2012

How often do you conduct customer satisfaction surveys?

January 11, 2012 – Comments (1)

How much time do you spend on your professional development each year?

January 04, 2012 – Comments (1)

Does your contact center prefer multi-skilled agents?

December 20, 2011 – Comments (1)

What would prompt your organization NOT to outsource call center operations offshore?

December 14, 2011 – Comments (1)

Has your contact center ever experienced a "fail" - an event that caused a major disruption in daily processes or business?

December 06, 2011 – Comments (1)

Does your contact center have a say in your organization's end of the year planning decisions?

November 29, 2011

Is your contact center planning a major technology purchase/implementation for 2012?

November 15, 2011 – Comments (2)

What rate of agent turnover do you experience in the contact center annually?

November 09, 2011 – Comments (2)

Is your contact center planning to expand in 2012?

November 01, 2011 – Comments (2)

What is the top challenge faced in your contact center?

October 26, 2011 – Comments (2)

Does customer feedback impact your contact center's quality metrics and agent performance scoring?

October 18, 2011 – Comments (1)

When your center wants to cuts costs, where is the first place it looks?

October 11, 2011 – Comments (3)

Does your contact center consider social media channels as knowledge management tool?

October 05, 2011 – Comments (2)

Are you planning to celebrate Customer Service Week in your call center?

September 27, 2011 – Comments (4)

Do customer satisfaction surveys have an impact on your call center's performance?

September 21, 2011 – Comments (2)

Do you have a formal and consistent program for recognizing and rewarding agents in your call center?

September 13, 2011 – Comments (5)

How often do you schedule agents training or training refresher courses?

September 07, 2011 – Comments (2)

Would your call center be willing to add home agents to its workforce?

August 31, 2011 – Comments (4)

What part of your organization handles your social customer service/social media (Twitter, Facebook, LinkedIn, etc.)?

August 24, 2011 – Comments (3)

How secure do you feel about your job right now?

August 17, 2011 – Comments (1)

Can the call center environment (think people and culture) be a strong motivator for agents?

August 10, 2011 – Comments (3)

Does your call center have robust lines of communication with executives and other divisions in the organization?

August 02, 2011 – Comments (2)

Does your call center have a formal business continuity/disaster recovery plan?

July 28, 2011 – Comments (2)

Do you employ offshore agents in your call center?

July 19, 2011 – Comments (2)

What size is your call center?

July 12, 2011 – Comments (2)

Does your center have a formal Quality Assurance program with dedicated monitoring staff and analyst(s)?

July 05, 2011 – Comments (1)

Does your call center offer selling/up-selling/cross-selling?

June 28, 2011 – Comments (3)

What type of call center are you in?

June 22, 2011 – Comments (2)

Is your contact center a partner in your organization's social media strategy?

June 17, 2011 – Comments (1)

Does your organization outsource any call center services or operations?

June 07, 2011 – Comments (1)

Where do you find your supervisors?

June 01, 2011 – Comments (2)

What is your contact center’s supervisor-to-agent ratio?

May 26, 2011 – Comments (3)

What methods does your contact center use to get feedback from customers?

May 20, 2011 – Comments (4)

How did you set your contact center's service level?

May 12, 2011 – Comments (2)

What is your contact center’s first call resolution rate?

May 10, 2011 – Comments (2)

Does your contact center measure first-call resolution?

May 09, 2011 – Comments (2)

Call Center Insider
ICMI's Weekly Newsletter

Training & Events

QueueTip Posts

1 Explanation of ACD Service Level?
Amanda Reth - 1 answer
1 Average Shrinkage?
Nina Westvold - 1 answer
5 Removing <10 Second Abandons at Skill Level?
Mary Wierbicki - 5 answers
1 Formula for Agents Needed?
Mohamed Haqqi - 1 answer
Read More QueueTips

Webinars & Whitepapers

Articles & Blog Posts

Videos

Sponsorship Opportunities
QuickPoll

Does your center use agent desktop tools?

Yes we do - and they’re great!
Yes, but we’re having some challenges with them.
No, we tried but they didn’t work out.
No, but we'd like to.
No, they’re not for us.
More Polls