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Small, But Mighty: Small Contact Center FAQs Messages in this topic - RSS

Posts: 99

Posts: 99
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!

Erica Strother Marois
Community Strategist, ICMI
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