Illustration by Eric Jackson

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested in—from insights about the internal initiatives that can slow down your service, to tips to help you maximize your training investments, advice for boosting employee morale by reconfiguring coffee breaks, a look at how contact centers’ goals for analytics tools compare to actual use, to a look at several input sources to help you drive up FCR rates.

What Causes Slow Service?
Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better ways to spend it than conducting business with us.

Get the Most Out of Your Training Budget
Training can be one of the biggest costs in any contact center. If you take several hundred (or thousand) agents and multiple that by the number of new things they need to learn each year, you quickly have a six- to seven-figure training budget.

Coffee, Anyone?
If you are a WFM Scheduler and need a quick way to boost employee morale, try out a test-run of offering three 10-minute breaks in place of the traditional two 15-minute breaks.

Contact Center Analytics: A Look at Goals Vs. Current Use
Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline, we compared the goals that survey participants initially set out to achieve with how they currently use their analytics.

Finding Your FCR Opportunities
Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved by the time the contact ends. First-contact resolution (FCR) is our way of measuring this characteristic, and anyone who has worked in the industry would be quick to afdgree that high FCR is a key ingredient in a well-run center.