http://www.callcentrevoice.com/latest.asp Latest Call Centre Posts on CallCentreVoice en-GB http://www.callcentrevoice.com/vpost_7311_25708.htm We use Salesforce in our Company as a CRM package and there are one or two Companies that provide integration of the Agent turret into Salesforce. Has anyone heard word or have experience of this. We would like to obtain this functionality, but it would be good to hear if anyone has any views. (A part of topic: Integration of Telephony into Salesforce) http://www.callcentrevoice.com/vpost_6669_25707.htm It seems obvious to me that call recording must be switched off or DTMF tones that the caller creates entering a number of any kind will be recorded and therefore could be hacked. The NewVoiceMedia PCI DSS compliant IVR switches off call recording during the IVR and then if the call centre requires recording it can be switched on again afterwards before the call is returned to the agent.There is no agent on the line to listen to the DTMF. (A part of topic: PCI DSS Compliance) http://www.callcentrevoice.com/vpost_6669_25705.htm Once again (twice within a month) the "Frequently Asked Questions" on call recording have been changed by the governing body of the payment card industry, the PCI SSC. We have a summary here: http://www.veritape.com/2010/02/pci-dss-compliant-call-recording-in-call-centres-latest-changes-to-faq-by-pci-ssc-on-18-feb-2010/CR. (A part of topic: PCI DSS Compliance) http://www.callcentrevoice.com/vpost_7303_25704.htm Do all the good things that Michael writes about except the very end part about introducing a target at the end. Don't do that.Rob (A part of topic: Gathering Industry Metric Standards.) http://www.callcentrevoice.com/vpost_7309_25703.htm Hi Sophie,Lets look at this in stepsReading through your description I believe you have 5 prominent busines units handled by one WFP each. Now your aim is to make customers call on one number for all the services that your centre can offer.Firstly, you will have to design an IVR (Integratd Voice Respone) to help customers through different services you provide on phone. Secondly, for each service you will have to allot a VDN (Vector Directory Number)that will transfer the call to assigned agent.Now all your services are aligned to one incoming line, they run on the IVR to select the service and then routed through unique VDN and are... (A part of topic: workforce planning (WFP) for integrated call centre) http://www.callcentrevoice.com/vpost_7309_25702.htm Hi allI currently have a team of 8 WFP's, 5 of which support a single centre that has 39 different enquiry lines. This is managed by grouping the 39 services into groups which are "owned" by each WFP for forecasting. The other responsibilities are rotated every 8 weeks between them: scheduling, real-time, roster build, projects, reporting. We have an organisational directive to significantly reduce the number of incoming lines to the contact centre with a very aggressive timeline while increasing the different number of enquiries we take - sort of becoming a "ring this number for all of your questions" style service. I am wonder... (A part of topic: workforce planning (WFP) for integrated call centre) http://www.callcentrevoice.com/vpost_7308_25701.htm Hi Lisa,If you are looking for a WFM tool for mere 16 FTEs cc then I must say you have lots to spend. If you ask me I would be happy using excel and erlang c for this size CC.We can automate an excel template to quite an extent and accuracy to deliver for metrices mentioned by you however it cannot be used as a Real Time Monitoring tool.Anyway, even then if you want to go for a tool then you may go for IEX (NICE) or Blue Pumpkin (it still exists).Witness systems acquired Bluepumpkin in 2005refer to link :- http://www.witness.com/main.aspx?pid=156 (A part of topic: WFM tools) http://www.callcentrevoice.com/vpost_7303_25700.htm I Agree with Pamposh. Its not a good idea to look at industry standards ("Call Centre Focus Anual" had some interesting articles)KPI's can be made what you want them to be. Whats more important is measuring the standards achieved while attaining the desired level of quality.You can then plan using metrics that deliver the desired quality. If not you will run the danger that everyone becomes metric focussed and deliveres KPIs in spight of quality.Th Callcentre focus (the annual 2010) will show other metrics such as sickness and attrition. But you have to be aware they differ depending on location and type of work. ie an enquireies ha... (A part of topic: Gathering Industry Metric Standards.) http://www.callcentrevoice.com/vpost_7308_25699.htm Hi, new to this forum so please be gentle!I can see this has been discussed in depth in the past but some of the posts are quite old and technology moves on so quickly.I need a WFM tool for a very small (16FTE) and new CC. Volumes are around 8000/month, however as well as inbound calls i need to be able to provide the manager (no cc experience) with something that can schedule O/B calls, and off the phone workWe will be using a rostrvm VoIP platform if it makes any difference. I've tried to find blue pumpkin but when i've looked at the websire blue-pumpkin.com it seems to be a site with links to other products - does blue pumpkin st... (A part of topic: WFM tools) http://www.callcentrevoice.com/vpost_7306_25697.htm Hello,I am currently in my final year at Loughborough University.My dissertation is on Knowledge Management in Call Centres.I am looking for call centre agents to take part in a short online questionnaire that will be of great value to my final year project.Please let me know if any individuals or organisations are willing to take part (A part of topic: Help needed for dissertation on call centres)