Calabrio Shorts: Recent Episodes
Calabrio
Calabrio Shorts is a fun-sized podcast that covers all sorts of topics around the contact center industry. No topic is off-limits as we cover frequently asked questions, industry trends and definitions, and yes, we will have fun doing it.
What is Shrinkage? A question that has been asked many, many times. Mark Beards, WFM Consultant at Calabrio and Dave Hoekstra attempt to break it all down. Answers to questions like, How do I define shrinkage? What should shrinkage include? What are the different types of shrinkage? Answers to all of that and more on the latest episode of Calabrio Shorts!
A solid look at how callback solutions can affect a WFM strategy; How can we make sure we are counting the calls in the right spot, how does it affect staffing, and what are some things to look out for when introducing a callback strategy? Join a panel of Calabrio experts as we discuss all of this and more!
Airing a Super Bowl commercial, overwhelmed during open enrollment or just having large flexes in your contact center staffing? Adding part-time agents is for you! Listen to Dave Hoekstra and Brian Munoz chat about including part-time agents into your culture and the value that they can offer to your team!
What is Call Center Service Level?
A service level agreement (SLA) gives a measure of overall call handling performance that helps management make decisions based on an agreed upon standard. Service level measures the percentage of how many calls are answered within a certain number of seconds. This figure is not limited to calls; it can also include any type of inbound interaction, such as chats.
Since every call center is different, there is no industry standard for service level. However, a common service level goal would be 80% of calls answered within 30 seconds or less. When this target is met it leads to a greater customer experience and appropriate staffing levels.
So how do you find the service level of your contact center?
If your service level target is a certain percentage in less than 30 seconds, start by looking at the total number of calls that were taken in less than 30 seconds. Then, divide that number by the total number of handled calls during your designated time period. This could be over the past few days, weeks, months, or years or in a specific 15-minute interval. Finally, compare your percentage with your target goals to see if you are meeting your ideal service level.
Reaching your call center’s service level can help improve customer satisfaction by meeting their needs quickly. It can also help managers like yourself evaluate the customer journey, look for any issues and measure the success of your contact center.
Listen to Dave Hoekstra on the Calabrio Shorts podcast to learn more about what service level is and how it can help your employees and customers!
Join Dave Hoekstra and Joe Presutti for a brief but informative discussion on what occupancy means, how contact centers can use it as a goal, and common pitfalls to avoid while using occupancy as a measure.
How does Pause and Resume work, and why would any contact center need it? Join Dave and Master Solutions Engineer Mark Bridge as they navigate the waters of Pause and Resume, especially in a contact center that handles credit card payments. They talk about how it knows when to stop and start the recordings, how it interacts with the billing system, and why it was invented in the first place.
Dave Hoekstra and Florian Garnier, Product Marketing Manger for WFM discuss how Calabrio WFM uses What If scenarios to assist analysts with their forecasting and scheduling needs. They cover what "What If" scenarios are, how they are used, and examples of how scenarios can be applied in real world situations.
After the last episode on how payroll and PTO integrations with WFM systems work in the US and North America, we needed a discussion on how they work in Europe. We bring in "Payroll" Martin Videfors to discuss the difference in how integrations work in Europe and what customers need to know to prepare.
Join Dave Hoekstra for a brief but informative discussion on what AHT means, how contact centers can use it as a measure, and the general implications of how AHT is used on a daily basis in contact centers.
A discussion about the ins and outs of payroll and PTO integrations in WFM. Things to consider, questions to ask, and clearing up some of the misconception about what an integration is designed to do.
Why would anyone want to know about metadata? It is a pretty powerful tool that is used for all sorts of data mining techniques in contact center recording and analytics. Learn what metadata is, and how it can be used to amplify your contact center recordings and interactions.
A short rundown of what the term "Back Office" means in context to contact centers. There are lots of things to consider when looking for a back office provider, and these are some of the key terms and considerations when looking for back office solutions, especially around interaction recording, analytics, and scheduling.
Welcome to Calabrio Shorts! Join us for a quick, bite-sized look at all things contact centers.