The Uses and Misuses of Call Volume Growth RatesBy Tiffany LaReau
Beware the perils of relying solely on historical data when determining call volume growth rates. We’ll show you five techniques to increase your forecast’s accuracy.
The Value of Knowing Your Contact RateBy Tiffany LaReau
Add more dimension and accuracy to your forecast by finding the correlation between your contact rate and customer base. We’ll take you through the steps involved in finding the data group, defining your customer base and finding the relationships.
Align Service Level Goals with Customer ToleranceBy Tiffany LaReau
Customers may be satisfied with your service overall, but still irritated by how long they have to wait to reach an agent. Customer satisfaction scores don’t reveal this type of behavioral information. Find out how to develop a patience diagram to track your customers’ tolerance for being in queue and to help you influence service level goal changes that will keep them from abandoning.