Definition: 

ASA - Also called Average Seconds to Answer or Average Time to Answer (ATA). The average of the amount of time that has been taken to answer all calls in a given period (e.g. the last 15 minutes, today, this month). It is the total amount of time all calls waited to be answered divided […]

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In January, I wrote a post that still brings in a good amount of traffic (KPI (Key Performance Indicators) - Are they what they used to be?). In this post, I defined six KPI that I find to be the ones that are quality and quantity focused.  Recently, I was in a discussion with the […]

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As I’ve said, I sometimes wander around and try to find new blogs that are interesting. A recent blog that I’ve found is Tom Vander Well’s QA QNA blog about Call Center’s and Quality.  He posted his “top 10″ blog postings, so I may be going down some of them and making comments … the first […]

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Service Untitled wrote a post about the “Difference in Roles” in a service organization.  His three definitions are Support, Account Management, and Consulting.  I think that he’s missed his naming/definitions a little bit, but let’s play along for the moment.
Support is the least involved and consulting is the most involved, with account management in the middle.
Based on […]

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As my earlier posting in this series indicated, you need to make sure to understand what it is you need.
“Starting a center may sound good because you’re keeping it in house or restricting who says what, but it really needs to be thought through. Technology, processes, tracking, satisfaction, and understanding is crucial.  This is your […]

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A friend of mine works for a new startup called HiveLive, so I decided to do a bit of research into the company and its offerings.  All I can say is … wow. The concept is extremely interesting.  By combining social networking with business, the organization appears to be on the verge of a new […]

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Certification is not a new concept. It has been around for many years - MCSE (Microsoft Certified Systems Engineer), SUN Certified, Unix Certified, CompTIA Network+, Oracle Certified, Benchmark Portal Certified Call Center Manager, PMI Project Management, and a multitude of others are out there.  One of the questions that has to be asked: “Is it […]

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I’ve set up some forums that may be of interest to people reading this blog.  Please feel free to forward the information on to anyone that you’d like — they’re free to use and I will be working on driving traffic to them as well.  They have been setup as of today, so make sure […]

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