Cross Selling in the Call Center

Posted by & filed under Uncategorized .

I was surprised when I heard the Call Center Manager explain to me that they do not ask the agents to cross sell because it does not work. The manager went on to say that his agents are not trained to sell and asking them to do something they are not trained to do would… Read more »

Contact Center Activity Monitoring

Posted by & filed under Uncategorized .

In 2002 Gartner Group coined the phrase Business Activity Monitoring or BAM. This phrase refers to the aggregation of real time acitivities inside the organization. To narrow the focus of BAM within the call center another phrase is used – Contact Center Activity Monitoring or CCAM. Contact Center Activity Monitoring is a process of capturing… Read more »

Top Call Center Metrics

Posted by & filed under Uncategorized .

Earlier in the month I wrote a blog about metrics for a help desk service center.  Soon after I received a request to provide the top metrics for a call center.  This is a larger subject than will fit in a traditional blog so I am including it in my monthly email message. To be… Read more »

Help Desk Metrics

Posted by & filed under Uncategorized .

Last week I was speaking with a Director of Operations in charge of a Help Desk Customer Service Center. This director was interested in metrics he should be using for his operation. One issue that he mentioned at the beginning of the conversation was that he did not want typical call center statistics. Our conversation… Read more »