--- title: Contact Center Articles | CallTalk Caramels description: CallTalk Caramels | Contact Center Articles --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - 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[Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Contact Center Articles ## [Revitalizing Your Call Center: Small Changes that Make Big Differences](https://resources.benchmarkportal.com/contact-center-articles/revitalizing-your-call-center-small-changes-that-make-big-differences) Apr 10, 2018 | [Taking a fresh look at your Center](https://resources.benchmarkportal.com/contact-center-articles/topic/taking-a-fresh-look-at-your-center), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [CallTalk](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk) CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Tip of the day: The investments you make in your people (including their work environment) are your most important investments - and will provide you with positive Return on ... [read more](https://resources.benchmarkportal.com/contact-center-articles/revitalizing-your-call-center-small-changes-that-make-big-differences) ## [Revitalizing Your Call Center - Small Changes that Make Big Differences](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-revitalizing-your-call-center-small-changes-that-make-big-differences) Feb 21, 2018 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Revitalizing Your Call Center](https://resources.benchmarkportal.com/contact-center-articles/topic/revitalizing-your-call-center) Like any other work environment, call centers can either become a place of joy or the proverbial dungeon – that place to which we must go to serve out our time. If you find yourself dreading work each day, it’s time to take action. Some simple changes can ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-revitalizing-your-call-center-small-changes-that-make-big-differences) ## [Customer Service Teams: Success with Generation Y](https://resources.benchmarkportal.com/contact-center-articles/customer-service-teams-success-generation-y) Jul 5, 2017 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Customer Service](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service) Contact center managers are caught in a triangle: they have to satisfy their bosses by satisfying their customers, which requires satisfied and productive employees. Increasingly, the employees they have to satisfy belong to the millennials of Generation-Y. [read more](https://resources.benchmarkportal.com/contact-center-articles/customer-service-teams-success-generation-y) ## [Everything You Wanted to Know About First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-everything-you-wanted-to-know-about-first-call-resolution) May 3, 2017 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) First call resolution (FCR) is best defined as the percentage of calls coming into your center that were satisfied completely on the first call, whether by IVR or by an agent. The goals of FCR include better agent performance, increased customer satisfaction, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-everything-you-wanted-to-know-about-first-call-resolution) ## [Balancing Hold Time and Transfers](https://resources.benchmarkportal.com/contact-center-articles/balancing-hold-time-transfers) Apr 19, 2017 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [Transfers](https://resources.benchmarkportal.com/contact-center-articles/topic/transfers), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Hold Time](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time) When agents are faced with a challenging question and do not have the answer, they generally have one of two options; 1) place the caller on hold, while they look for the answer, or 2) transfer the call to someone with the requisite knowledge. Thus we see a ... [read more](https://resources.benchmarkportal.com/contact-center-articles/balancing-hold-time-transfers) ## [Acting on the Voice of the Customer](https://resources.benchmarkportal.com/contact-center-articles/voice-of-the-customer) Feb 2, 2017 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Voice of the Customer](https://resources.benchmarkportal.com/contact-center-articles/topic/voice-of-the-customer), [Customer Feedback](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-feedback) Customer feedback is only worthwhile when it is used to change behaviors within the organization to improve the customer experience. Yet most companies find it challenging to design and implement a truly effective customer voice program that adheres to best ... [read more](https://resources.benchmarkportal.com/contact-center-articles/voice-of-the-customer) ## [Initiating an At-Home Agent Policy](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-home-agents-2) Nov 15, 2016 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Reducing Budget](https://resources.benchmarkportal.com/contact-center-articles/topic/reducing-budget), [Hiring](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring) The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of: [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-home-agents-2) ## [At Home Agents Are Strategic Assets - CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-home-agents) Sep 28, 2016 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of: [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-home-agents) ## [Best Practices in Developing Your Caller Satisfaction Surveys](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-best-practices-developing-caller-satisfaction-surveys-2) Apr 14, 2016 | [Best Practices](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction) The success of any service organization depends on continuous improvement, and the key to improvement is found through listening to the voice of the customer via direct surveys. There are numerous methods available to collect customer feedback, which include ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-best-practices-developing-caller-satisfaction-surveys-2) ## [Optimizing Call Center Location and Labor Analytics](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramel-optimizing-call-center-location-and-labor-analytics) Feb 23, 2016 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Optimizing Call Center](https://resources.benchmarkportal.com/contact-center-articles/topic/optimizing-call-center), [Call Center Location](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-location) Location, location, location! Whether for new companies trying to establish their first center, or existing operations looking to expand or relocate their centers, the business of site selection and optimization presents some challenging issues. Our panel of ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramel-optimizing-call-center-location-and-labor-analytics) ## [Time Management Tips You Can Use](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramel-time-management-tips-you-can-use) Jan 22, 2016 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Time Management](https://resources.benchmarkportal.com/contact-center-articles/topic/time-management) How often and true become the words, “If there were only a few more hours in the day…” As with any other form of management, time management involves a series of processes depending upon it goals. Whereas the trend is to consider time management as a balance ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramel-time-management-tips-you-can-use) ## [Coaching is King: Skills Development Trumps Process Every Time!](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-coaching-is-king-skills-development-trumps-process-every-time) Nov 4, 2015 | [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [Developing Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/developing-agents), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Coaching for Success](https://resources.benchmarkportal.com/contact-center-articles/topic/coaching-for-success), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Is your company more focused on skills or on process? Most managers say they concentrate on processes. Our experts suggest that when organizations become very process-oriented they also become very compliance-based, which leaves little room for valuable ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-coaching-is-king-skills-development-trumps-process-every-time) ## [Tips for Optimal IVR Call Flow Design](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-tips-for-optimal-ivr-call-flow-design) Oct 22, 2015 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [IVR](https://resources.benchmarkportal.com/contact-center-articles/topic/ivr) Never underestimate the importance of your IVR. It is often said that good service starts at the front door. Just like a good hotel, where the doorman greets you and the whole experience is set by the ambiance of the lobby and the welcome received, for call ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-tips-for-optimal-ivr-call-flow-design) ## [When 30% of Your Time is Spent on “I’ve Got a Complaint!” Calls](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-when-30-of-your-time-is-spent-on-ive-got-a-complaint-calls) Sep 3, 2015 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Complaint Calls](https://resources.benchmarkportal.com/contact-center-articles/topic/complaint-calls) Across all industries the complaint ratio is approximately 7.5% of all calls, with complaints in the auto manufacturing industry touching nearly 20%. Regardless of their nature and origin, the proper handling of complaint calls is one of a call center’s most ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-when-30-of-your-time-is-spent-on-ive-got-a-complaint-calls) ## [Investments in Employee Training… Are you getting bang for your buck?](https://resources.benchmarkportal.com/contact-center-articles/investments-in-employee-training) Jul 8, 2015 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Employee Training](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-training) Call center leaders want well-trained employees who are good performers, but they need practical training solutions that can be implemented quickly, without breaking the bank. IF they can be assured that the investment will yield the desired results; call ... [read more](https://resources.benchmarkportal.com/contact-center-articles/investments-in-employee-training) ## [Aux Time: What Should It Be Used For?](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-aux-time-what-should-it-be-used-for) Apr 27, 2015 | [Aux Time](https://resources.benchmarkportal.com/contact-center-articles/topic/aux-time), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Auxiliary time (or AUX) is an agent state (when logged into an ACD system), that is used to make an agent unavailable for incoming distributed calls. Its basic purpose is to manage the workload of non-call activities. It is important in managing service ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-aux-time-what-should-it-be-used-for) ## [Call Center Training](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-call-center-training) Dec 11, 2014 | [Call Center Training](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-training), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Training is an essential component of call center operations. It is important at all levels and is often the secret weapon for getting poorly performing centers to “Top Drawer” status. Research at BenchmarkPortal suggests that when building or reviewing ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-call-center-training) ## [Team Meetings-How Your Employees Will Benefit](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-team-meetings-how-your-employees-will-benefit) Aug 13, 2014 | [Team Meetings](https://resources.benchmarkportal.com/contact-center-articles/topic/team-meetings), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Team meetings are regularly scheduled, compulsory gatherings of the contact center team that usually last at least an hour. They are often perceived as being drab and boring – or they become the hurried huddle where a manager or supervisor hastens to push out ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-team-meetings-how-your-employees-will-benefit) ## [Avoiding Agent Burnout](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-avoiding-agent-burnout) Aug 1, 2014 | [Agent Burnout](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-burnout), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Agent burnout is often correlated to the culture of the call center and to the culture of the people working in the call center. Sweatshop centers and “crisis call” centers have particularly high levels of burnout. A statistical proxy for burnout is agent ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-avoiding-agent-burnout) ## [Compensation Strategies For Agents and Supervisors  Part 2](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-compensation-strategies-for-agents-and-supervisors-part-2) Jul 25, 2014 | [Compensation Strategies](https://resources.benchmarkportal.com/contact-center-articles/topic/compensation-strategies), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Studies show that the majority of call centers set their agent compensation purely to meet that offered by the “call center down the street.” Experts, however, say that compensation should be viewed as a corollary to company strategies and mission. Therefore, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-compensation-strategies-for-agents-and-supervisors-part-2) ## [Social Media and The Call Center](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-social-media-and-the-call-center) Jul 16, 2014 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Social Media](https://resources.benchmarkportal.com/contact-center-articles/topic/social-media) Companies need to have a defined strategy toward Social Media in order to leverage it properly. This means managers must understand SM and feel comfortable engaging with the SMNs such as Facebook, Twitter, etc. To avoid disaster and gain the optimal ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-social-media-and-the-call-center) ## [Tips on Adherence to Schedule Adherence](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-tips-on-adherence-to-schedule-adherence) Jun 17, 2014 | [Adherence](https://resources.benchmarkportal.com/contact-center-articles/topic/adherence), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) By definition, schedule adherence is the percentage of time agents are where they are supposed to be, according to their assigned schedules – – which can include work time, lunch and break time, training time, team meeting time, etc. Poor adherence can be ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-tips-on-adherence-to-schedule-adherence) ## [Complaint Resolution: When 30% of Your Time is Spent on “I’ve got a Complaint!” Calls](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-complaint-resolution-when-30-of-your-time-is-spent-on-ive-got-a-complaint-calls) Jun 11, 2014 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Complaint Calls](https://resources.benchmarkportal.com/contact-center-articles/topic/complaint-calls) Across all industries the complaint ratio is approximately 7.5% of all calls, with complaints in the auto-manufacturing industry skyrocketing to a high of nearly 20%. Regardless of their nature and origin, the correct and proper handling of complaint calls is ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-complaint-resolution-when-30-of-your-time-is-spent-on-ive-got-a-complaint-calls) ## [First Call Resolution Revisited](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-first-call-resolution-revisited) Jun 4, 2014 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) First call resolution (FCR) is a double-edged metric in that it relates to the quality of calls as well as the efficiency of the call center. In terms of quality, FCR is a customer-facing metric, as customers are very aware as to whether their call was ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-first-call-resolution-revisited) ## [Developing a Customer-Centric Center](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-developing-a-customer-centric-center) May 8, 2014 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Customer-Centric Center](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-centric-center) In a competitive market, the ability of a company to be customer-centric and develop strong relationships with its customers through its customer service channels becomes a prime differentiator that favors success. It is therefore essential that companies ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-developing-a-customer-centric-center) ## [Benchmarking Made Easy](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-benchmarking-made-easy) Apr 30, 2014 | [Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Benchmarking is a tool best used for optimizing the performance of the contact center. Through its use, managers can pinpoint areas of opportunity for improvement, and support those initiatives that will result in the best ROI for the center and organization. ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-benchmarking-made-easy) ## [Compensation Strategies For Agents and Supervisors](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-compensation-strategies-for-agents-and-supervisors) Apr 16, 2014 | [Compensation Strategies](https://resources.benchmarkportal.com/contact-center-articles/topic/compensation-strategies), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Base pay and benefits should be competitive given local market conditions and the skills of the agents. Do comparative surveys to know how your package plays in your employment basin. Where appropriate, consider pay differentials to recognize less convenient ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-compensation-strategies-for-agents-and-supervisors) ## [How to Minimize After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-how-to-minimize-after-call-work-time) Apr 9, 2014 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) After call work time (ACWT) is a component of call handle time that deserves managerial attention. It usually involves completing the customer record before taking the next call. This is normally done via electronic systems, but may, in some centers, include ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-how-to-minimize-after-call-work-time) ## [Reducing Abandon Rate](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-reducing-abandon-rate) Mar 17, 2014 | [Abandon Rate](https://resources.benchmarkportal.com/contact-center-articles/topic/abandon-rate), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Call abandonment is often considered as a lower-level metric, and thus people do not focus on the implications of abandoned calls to the organization, which include staffing issues (too few agents indicates that staffing levels are not in alignment with ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-reducing-abandon-rate) ## [Best Practices in Developing Your Caller Satisfaction Surveys](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-best-practices-in-developing-your-caller-satisfaction-surveys) Mar 5, 2014 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction) The success of any service organization depends on continuous improvement, and the key to improvement is found through listening to the voice of the customer via direct surveys. There are numerous methods available to collect customer feedback, which include ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-best-practices-in-developing-your-caller-satisfaction-surveys) ## [Understanding Contact Center Dashboards](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-understanding-contact-center-dashboards) Feb 26, 2014 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Contact Center Dashboards](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-dashboards) Empower your agents and increase productivity through good dashboards. Studies show that while over 60% of call centers have management dashboards, only 40% have agent dashboards. Research also indicates that when agents are properly trained, properly ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-understanding-contact-center-dashboards) ## [Understanding E-mail Best Practices](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-understanding-e-mail-best-practices) Feb 13, 2014 | [E-mail Best Practices](https://resources.benchmarkportal.com/contact-center-articles/topic/e-mail-best-practices), [Best Practices](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) In e-mail centers, where voice communications take a back seat to written communications, the soft-skills requirements to “smile as you dial” or “keep a smile in your voice” have little importance. However, in those centers where asynchronous communications ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-understanding-e-mail-best-practices) ## [Service Level Best Practices](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-service-level-best-practices) Feb 5, 2014 | [Service Level](https://resources.benchmarkportal.com/contact-center-articles/topic/service-level), [Best Practices](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Service Level is the granddaddy of call center metrics. Traditionally, answering 80% of calls in 20 seconds was considered a best practices goal. While some remain attached to this metric, experts increasingly see this as a metric that needs to be put into ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-service-level-best-practices) ## [At-Home Agents: How to Recruit, Train, Monitor and Motivate](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-at-home-agents-how-to-recruit-train-monitor-and-motivate) Jan 23, 2014 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) There is a growing trend by call centers to transition, in whole or in part, to using home-based agents (HBA). The management of home-based agents, however, requires skills not commonly used in the traditional center. Understanding these skills can lead to ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-at-home-agents-how-to-recruit-train-monitor-and-motivate) ## [Dispelling Myths About Social Media](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-dispelling-myths-about-social-media) Jan 15, 2014 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Social Media](https://resources.benchmarkportal.com/contact-center-articles/topic/social-media) As social media networks gain in importance for companies, so do the myths and rumors about them. The three largest myths are (1) social media does not affect customer service; (2) there is no ROI (return on investment) for social media in customer service; ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-dispelling-myths-about-social-media) ## [Balancing Life and Work: Managing and Motivating Agents in a Healthy Way](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-balancing-life-and-work-managing-and-motivating-agents-in-a-healthy-way) Jan 13, 2014 | [Balancing Life and Work](https://resources.benchmarkportal.com/contact-center-articles/topic/balancing-life-and-work), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) A healthy approach toward work-life balance is crucial for both productivity and motivation. Instead, we often see dysfunctions in the contact center workplace. At one end of the spectrum, some cultures require and reward consistent presence and continual ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-balancing-life-and-work-managing-and-motivating-agents-in-a-healthy-way) ## [Beyond Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-beyond-benchmarking) Dec 5, 2013 | [Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) While benchmarking your metrics is essential for good call center management, executives must embed benchmarking into a larger process focused on three “D’s”: data, diagnostics, and decisions: Data – Don’t get lost in the weeds. Determine what three metrics ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-beyond-benchmarking) ## [Quality Assurance & Coaching for Success](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-quality-assurance-coaching-for-success) Oct 15, 2013 | [Quality Assurance](https://resources.benchmarkportal.com/contact-center-articles/topic/quality-assurance), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Coaching for Success](https://resources.benchmarkportal.com/contact-center-articles/topic/coaching-for-success), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Quality monitoring programs often become fixated on QA forms; however, there are other necessary components that will assure you are getting the greatest value from your QA program, which is agent feedback and coaching. The coaching that happens in a call ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-quality-assurance-coaching-for-success) ## [WFM Analytics Demystified Session 2 of 2](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-wfm-analytics-demystified-session-2-of-2) Sep 10, 2013 | [Workforce Management](https://resources.benchmarkportal.com/contact-center-articles/topic/workforce-management), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Recent developments on the customer side are focusing contact center management on multi-channel Workforce Optimization. While Boomers talk, Gen X/Millennial customers text. The Millennial milieu is fast overwhelming the marketplace and thus our workplace as ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-wfm-analytics-demystified-session-2-of-2) ## [Workforce Management Advanced](https://resources.benchmarkportal.com/contact-center-articles/workforce-management-advanced-calltalk-caramels-sweet-snippets-from-benchmarkportals-best-calltalk-episode) Jul 6, 2013 | [Workforce Management](https://resources.benchmarkportal.com/contact-center-articles/topic/workforce-management), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process, but a culture that uses data to drive systems and practices toward optimum results. Centers that continue to maintain their WFM practices on ... [read more](https://resources.benchmarkportal.com/contact-center-articles/workforce-management-advanced-calltalk-caramels-sweet-snippets-from-benchmarkportals-best-calltalk-episode) ## [Quality Assurance Agents Love](https://resources.benchmarkportal.com/contact-center-articles/quality-assurance-agents-love-calltalk-caramels-sweet-snippets-from-benchmarkportals-best-calltalk-episodes) Jun 11, 2013 | [Quality Assurance](https://resources.benchmarkportal.com/contact-center-articles/topic/quality-assurance), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Quality Monitoring, traditionally seen by agents as the dreaded ‘Big Brother’ operation of a company, can be transformed into a process appreciated by agents, as well as helping achieve customer service objectives. Key points include: [read more](https://resources.benchmarkportal.com/contact-center-articles/quality-assurance-agents-love-calltalk-caramels-sweet-snippets-from-benchmarkportals-best-calltalk-episodes) ## [WFM Analytics Demystified Session 1 of 2](https://resources.benchmarkportal.com/contact-center-articles/wfm-analytics-demystified-session-1-of-2-calltalk-caramels-sweet-snippets-from-benchmarkportals-best-calltalk-episodes) Apr 14, 2013 | [Workforce Management](https://resources.benchmarkportal.com/contact-center-articles/topic/workforce-management), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) If you have been approaching Workforce Management (WFM) the same way for the last few years, you may be missing important advances. WFM is no longer just about the labor force (agents) and putting butts in seats; its evolution is now about changing floor ... [read more](https://resources.benchmarkportal.com/contact-center-articles/wfm-analytics-demystified-session-1-of-2-calltalk-caramels-sweet-snippets-from-benchmarkportals-best-calltalk-episodes) ## [Employee Morale](https://resources.benchmarkportal.com/contact-center-articles/employee-morale-calltalk-caramels-sweet-snippets-from-benchmarkportals-best-calltalk-episodes) Mar 31, 2013 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Employee Morale](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-morale) We all know that poor morale causes agent churn and that lack of positive leadership can contribute to these maladies. We may even suspect that we, as managers, may be doing something wrong. But what should we do about it? Make some notes on the following ... 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