White Papers & Knowledge Documents
ZRG shares a wealth of information with a series of knowledge
ALL ABOUT THE CONTACT CENTER
Setting up a call center is task that involves a variety of
areas. Knowing the key areas can help you save time and money.
OPERATING MULTIPLE BRANDS FROM A SINGLE CONTACT CENTER
What if your organization is operating more than one brand or
is running more than one independent companies with each entity having its
own distinct identity, brand, jingle and telephone numbers? Now imagine that each
of these entities requiring a call center! What would be the right approach?
DISASTER RECOVERY FOR THE CONTACT CENTER, ARE YOU
Customer satisfaction relies heavily on whether he can get
through to an agent and once he makes that connection, if he is helped
properly. Downtime whether due to a natural disaster or something man-made
means a barrier in that connection or lack of proper information reaching
customers. Downtime in a Contact Center can cause serious harm to a business.
Find out what you need to know about disaster recovery and BCP for your
IMPACTFUL STAFFING STRATEGIES FOR YOUR CONTACT CENTER
Gone are the days of rigid workforce management where
full-time schedules, traditional shifts and conventional agents dominated the
call center scene. Today, many centers experiment and succeed with such
things as split shifts, odd hours, virtual workers, and agents on loan. To
best manage an always-dynamic workload and an increasingly-demanding customer
base, leading call centers think outside the box and even the cubicle when it
comes to agent staffing. Read more in this article.
CALCULATING AND MANAGING SERVICE LEVELS
How do you calculate the service level at your contact center?
Do you divide by the number of answered calls, the number of
calls offered (Answered plus Abandoned), or those that are answered and those
that abandon after some set threshold? Options, options, options. What
can you do?
MEASURING THE CONTACT CENTER PERFORMANCE AND METRICS
The old days of measure everything that moves ended with the
advent of customer relationship management nearly a decade ago. Today's top
contact centers realize that, to be successful, they must be able to cut
through the clutter of available statistics and data to find the metrics that
truly impact and reveal key insights into the customer experience. Read this
research paper to learn more.