• @Darth … I’m guessing your PhD is not in comedy … ;)

    8 years, 11 months ago

  • @Darth Kimmy’s response is not as bad as you may think, it is distantly related to response time, while her response is not the best way to measure email response time, it can be a good measurement of how effective your marketing is. Which in turn you can use the click through rate from each marketing campaign to judge the number of staff you need…[Read more]

  • Very cool, got it. Thanks again.

    8 years, 11 months ago

  • @cseider So the f really just means function, it holds no weight on the equation except to signify function?

    In your example Y would be Ice Cream Sales, x would be outside temperature and Number of trucks selling?

    Thank you everyone for your replies, much appreciated.

    8 years, 11 months ago

  • So Y=f(X), Y is the outcome I desire, f is the function performed on the inputs to produce the outputs. Y is a function of x. Is x the inputs?
    I get this but maybe I’m looking at its as a math equation because in […] 8 years, 11 months ago

  • @Darth in regards to your last question, why am I looking at certification? I guess its because of a personal philosophy, I try to be in a state of continual learning, I look for opportunities to better myself. Lean Six Sigma is intriguing to me and I think I will learn quite a bit from it. I’m only a few chapters into my Lean Six Sigma book and I…[Read more]

  • @Mike-Carnell I don’t see the point for @Darths response, I found his approach to be condescending. The old saying applies here, No harm no foul. My intent was to exchange thought on the topic, if my tardy reply to some older threads were a violation of forum rules, I apologise for that. 8 years, 11 months ago

  • @Darth the wonderful thing about a forum is it is a repository for the purpose of the exchange of information, there are no time limits on when can and can’t exchange said information. Who knows maybe someone will find my response helpful in two years down the road. I appreciate you being concerned how I manage my time but to be blunt if I don’t…[Read more]

  • The whole Certification process is confusing to me, I’ve seen Certifications for Yellow, Green, Black and Master Black Belt. I’ve seen employers asking for candidates with Lean Six Sigma Green Belt or Black belt. I’ve read that each company is free to award a Green or Black belt based on their own criteria, so if I’m an employer hiring a…[Read more]

  • Usually there are two metrics call centers look at 2 email metrics, the first one is how long did it sit in the inbox before we opened it. The second is how long did it take for us to close the email, or reply to the customer. There is software packages out there that will give you every type of report you could want about email response time.…[Read more]

  • What sort of productivity are you trying to measure? 8 years, 11 months ago

  • Most phone switches have reports that will export reports based off a caller’s ANI (Automatic Number Identification). You can then use Microsoft Excel’s “If” function to do the analysis if the caller calls back within a certain time frame.
    8 years, 11 months ago

  • I have some observations, people call into a center because of a need. If you are looking to reduce calls (called call avoidance in the CC biz) you need to identify the “need” the consumer is looking for you to fill.

    If you are looking to reduce call volume to reduce staffing cost, you can look at ways to make your agents more efficient, which…[Read more]

  • Sheldon became a registered member 8 years, 11 months ago