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Call Center Week: Witness the Death of Average Handle Time (AHT)
June 19 by Brian CantorThe reality that what resonates on paper does not always resonate in the corporate world is a lesson of immense familiarity to the customer management community. Concepts like social customer care...
Myth About a Myth: Measuring Average Handle Time Yields Poor Customer Service
May 21 by Brian CantorBy now, virtually everyone has been educated on the "myth" of average handle time. Long relied upon as a measure of call center efficiency, the AHT metric has been dismissed in recent years...
7 Clues Your Organization Doesn't Value Customer Service
October 05 by Brian CantorIt’s unlikely a major corporate executive will go on record with the statement "We don’t care about our customer service." But actions speak louder than words, and the behavior of many...
Improvements to Make, Questions to Ask During Customer Service Week
October 05 by Brian CantorWe are in the heart of Customer Service Week, and while this is indeed a time to recognize the value customer service professionals play in the success of their organizations, it is also a time to q...
Working on Average Handle Time and First Call Resolution? Stop It . . . Now!
January 03 by Tripp BabbittI know . . . here we go again, but the insanity has to stop at some point. Changing thinking sometimes becomes a redundant activity that if whacked on the head enough something might stick. When it...
Doing More With Less in the Call Center and the Dangers of Average Handle Time
December 17 by Jane FinnIn recent years, a lot of attention has been paid to making our companies more "customer- centric" and aligning the call center’s "vision and mission" with the organization’s corporate g...
7 Steps to a Contact Center Strategic Plan
December 06 by Colin TaylorIn our call center and contact center consulting practice, we are often asked this question. Johnson and Scholes (Exploring Corporate Strategy) define strategy as follows: "Strategy is the directi...
Not Just a Funny Voice: Greg Levin Knows CRM
November 19 by Gina ScanlonFrequent contributor Greg Levin talks about his inspiration for taking a unique satirical approach to customer relations management, as well as what he's learned in his 19 years in the industry incl...
How CRM Software Co. Sword Ciboodle is Keeping Up with the Joneses
November 04 by Gina ScanlonIan Henderson, Operations Director of CRM software company Sword Ciboodle discusses how they stay ahead of the game and what they're planning to implement in the future. Henderson discusses what kin...
IBM North America's Plans: From Social CRM to Outsourcing
November 04 by Gina ScanlonSunny Kumar, Business Solutions Executive for IBM North America's CRM outsourcing team, sits down with Gina Scanlon at the International Contact Center Expo & Conference in Miami. Kumar disccuses on...
LIVE from Miami: Monday at ICCE
October 25 by Gina ScanlonThe 1st annual International Contact Center Expo and Conference kicks off today (aka ICCE) at the Doral Golf Resort in Miami. And though I’m sure you’ve just teleported to a perfectly gr...
The Challenges of Managing a Global Customer Support Center
October 19 by CCW Digital EditorCall Center IQ speaks with Jean Shaw, VP of the Global Customer Support Center for Saber Global Customer Support Center in Montevideo, Uruguay, at the 11th Annual Call Center Week in Las Vegas. Sha...