Stella Connect

MARCH 2, 2018

The Erlang C Formula: Balancing Customer Service Goals with Call Center Costs. Erlang C is a standard formula for determining the number of call center agents are needed based on call volumes, Average Handle Time (AHT), and customer service goals. Number of calls handled.

Call Center 40

Call Center Average Handle Time Ecommerce Wait Times 40

Comm100

NOVEMBER 8, 2017

Do you: (A) Get up and leave (B) Complain to the manager about the situation, or (C) Shrug it off and wait for the food?”. Part of the willingness to learn and adapt involves being able to read manuals, guidelines, and ask superiors whenever they are unsure, instead of giving a customer wrong or uncertain information.

Customer Service 105

Customer Service Tips Average Handle Time Communication 105

Stella Connect

JUNE 25, 2018

Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Tracking how many calls come in from the same number within a set period of time is the most straightforward. Which internal issues are causing customers to reach out?

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Tracking how many calls come in from the same number within a set period of time is the most straightforward. Which internal issues are causing customers to reach out?

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 111

Contact Center Tips Management Call Center 111

LiveChat

AUGUST 26, 2016

My advice here is to pay extra attention to traits during the interview/trial period and facilitate customer service training opportunities for the necessary skills later down the line. Tip for managers: Make a habit out of directing specific questions to the right people only. Time management.

Customer Service 52

Customer Service Multi-Channel Customer Satisfaction Customers 52