All ResourcesCall Center Strategies to Reduce Wasted Time in the Contact Center In a contact center, wasted time is any time that is not spent handling customer inquiries, resolving issues, or performing other value-added tasks. Measuring and reducing wasted time is critical…Angela IrizarryFebruary 24, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 Part 2 | How to Benchmark https://youtu.be/VFEbYr8vBHI Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 23, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 | How to Benchmark https://youtu.be/elKD8qedNTE Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 5 | Industry Benchmarks https://youtu.be/-1KJa3TAvLY Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 4 | Cause-and-Effect Relationships https://youtu.be/RGFecU1HhOM Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 3 | The Balanced Scorecard https://youtu.be/c63XxUdu6nI Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 2 | The 80/20 Rule https://youtu.be/0eDZoV9cTYU Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall Center Contact Center Metrics Essentials Module 1 | The Most Important Metrics for Inbound Customer Service https://youtu.be/SNjEaz-p27w Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the eBooks referenced…Angela IrizarryFebruary 21, 2023
All ResourcesMetric of the Month What is the ideal schedule adherence target for customer service agents? Schedule adherence is an important metric for measuring the compliance of customer service agents with their scheduled work time. It tells you what percentage of the time agents are either…Angela IrizarryFebruary 13, 2023
All ResourcesEnterprise ServicesEnterprise ServicesService Desk The Role of IT in Enterprise Services What’s IT got to do with enterprise services? Well, just about everything. IT Service Management is now a mature discipline. It has been around for almost 50 years! Moreover, the…Jeffrey RumburgDecember 15, 2022
