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Adherence to Work Activity Mode (WAM)

Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View

Alarms & Thresholds

A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds. Because MI systems display a… View

All Lines Busy - Engaged/Busy Tone

Also known as 'busy' or 'engaged' tone View

Anecdotes of Horror

Does this really happen in todays 21st century call centres? View

Best Practice Health & Safety

Some Good Practice from The HSE Good Practice (Display Screen Equipment) Each time a user logs on, display a short checklist on screen … View

Buddy-Up

An agent buddys-up when they sit with a colleague and are plugged in listening to calls. This can take place with new recruits or for general t… View

Call Recording - Case Study 2

It has been a common misconception that call recording is a luxury, only needed by large contact centres, whereas small to medium sized businesses … View

Call Recording for Mystery Shoppers

TP was amongst the first to recognise the need for business continuity and exceptional workload management in contact centres, they trebled the siz… View

Call Type Tracking Process

Most call centres have an understanding of why their callers phone but not generally a detailed understanding of the actual call 'types'.&n… View

CCa2z e@cyclopedia Authors

Authors who have contributed content View

First Contact Resolution (FCR): Agent Perspective - Internal Resolved

First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View

First Contact Resolution (FCR): Customer Perspective - External Resolved

First Call Resolution can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an exter… View

How to Measure Resolved Live

Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems. … View

How to Set-up Work Activity Modes (WAMs) in 10 Steps

Work Activity Modes (WAMs) measurement and reporting is the key to maximising positive behaviour in advisors and increasing call-handling capacity.… View

HSE Call Centre Working Practices (Initial Advice) 1999 - (UK)

To view the HSE's initial findings on call centre working conditions, follow this link HSE Initial Advice See index for final report 2004 … View

HSE Call Centre Working Practices 2004 - (UK)

Health & Safety Executive advice View

Logged On

This refers to a state in which the agent is logged onto the telephone system. Once logged-on, agents are able to move into one of… View

Long Call

Long calls present problems around managing service level. There is no definition of a long call but lets say, 10+ minutes. The longer the call… View

Net Promoter

Net Promoter™ is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by … View

Net Promoter Score (NPS)

NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detra… View

Not Ready Bucket

Whilst agents are in work it is good practice for them to be logged-into the telephone system, where the ACD can allocate a number of different wor… View