The Call Center Handbook, Fourth Edition
This book discusses in detail various types of major system implementations at a broad range of organizations.
TABLE OF CONTENTS The Call Center Handbook, Fourth Edition
Part V: Critical Peripherals
Chapter List
- Chapter 24: Readerboards and Display Technologies
- Chapter 25: Headsets
- Chapter 26: On-Hold Messaging
- Chapter 27: Check & Payment Processing
Part Overview
It s an easy matter to quantify the time people spend on hold. The whole notion of service level is derived from the idea of answering a certain number of calls within a certain amount of time. Behind that, of course, is the idea that the people who are not being served are sitting a virtual waiting room until their number is called.
Overview
Display boards, readerboards, are a stable, versatile technology, and an inexpensive way to quickly improve call center performance. They are also rapidly becoming if not obsolete, than at least not as necessary as they used to be, replaceable by more malleable, soft boards that sit on the agents desktop screens.
Most of the talk you hear about managing your call center employees focuses on agents do they have enough say, control or information. But do you ever think about the supervisors?
For quite a while, the case for readerboards has been that they put useful data out there on the call center floor for agents to see it, where they can use it to make better decisions about how to do their job.
That data also helps supervisors, who are no longer chained to the ACD stat terminal, who can get up and help people individually at their desks, without fear that an alarm threshold will pop up as...
Copyright Keith Dawson 2001 under license agreement with Books24x7
