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Call center shrinkage is the period in which agents are paid but are not available to handle calls. It mainly happens due to the lack of coordination between scheduling the required number of agents to meet call volumes. The volume of call shrinkage in companies is often underestimated as it usually is the result of potentially hidden areas of shrinkage such as longer breaks, time spent talking with colleagues, personal phone calls etc. Call center shrinkage can be managed by scheduling planning process that includes the forecasting of all call related activities.

Ten Tips for Developing a Powerful End-to-End Contact Center Testing Plan

White Paper By: Empirix

Pre-deployment testing of the contact center voice environment can result in time and money savings. In order to achieve the benefits that pre-deployment contact center testing offers, organizations must develop in-depth strategy and execution plans first . This whitepaper on “Ten Tips for Developing a Powerful End-to-End Contact Center Testing Plan,” provides necessary...

Predictive Insights: Automated Call & Lead Scoring for Today's Call Center

White Paper By: VoiceBase, Inc

Today’s call center is not lacking data. But the manual process of analyzing voice recordings in search of business opportunities is labor intensive and costly. And it takes time— time that could be better spent exploiting new-found insights to improve business processes. By replacing human call scoring with an automated call solution offered by contact centers, call-tracking...

5 Reasons Skype for Business Is a Natural Fit for the Contact Center


Past several decades showed nothing much of improvement in the technological perspective of the telephony technology. Though the presence of archaic PBX system still consumes a major part of market share, the present day Unified Communications however promises much more to offer with its major upheaval. PBX hardware for contact centers will be nearly vestigial in a few years – Skype...

Turn the Channel of Last Resort into a First-Rate Customer Experience

White Paper By: VoltDelta

With the explosion of new channels over the past decade, our customers are able to choose any number of ways to interact with us. For many, voice has become the channel they use when they need to escalate an issue; the channel of last resort.

The Executive Guide to Improving 6 Call Center Metrics

White Paper By: Fonolo

For executives, measuring and improving call center metrics can be a pain point. Your call center operates in a stressful environment where good quality call center performance metrics lead to a higher standard of customer service. In this white paper on “The Executive Guide to Improving 6 Call Center Metrics,” you'll find how to improve 6 key call center metrics for better...

The Future of Contact Centers Rests on the Edge

White Paper By: 3CLogic

The future of contact center are more likely to get augmented with “edge” computing and the ability to meet today’s requirements while preparing for tomorrow’s is already within reach. In the case of contact centers, putting the combined burden of media processing of multichannel platforms (voice, email, chat, text) and the exponential levels of data generated,...

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