- from Elliot L, Contact Center Manager, Dallas, TX
Hello, Edward, thanks for your question. Let’s start with handle time. And it really is just a starting point. First, the definition:
I’m a real believer in dividing metrics into thirds. In these metrics, members of your team in the middle third get a green light. High handle time is the bottom (red light), and low handle time is yellow. I know some of you are asking why low handle time is a problem so let’s take that one first.
How about low wrap time? Does the agent try to do part of their wrap up as they work with the caller? If so, observe their techniques and use them to help others improve. If they are cutting corners on required documentation, you know what to do. Low hold time is almost always good but listen for agents guessing instead of checking and giving out wrong information.
Deb has 30 years of experience in the contact center sphere and was formerly CEO of DKP & Associates, Inc., a contact center consulting firm. Deb is a strategic thinker who relishes identifying opportunities and leading the effort to realize revenue and service improvements for clients. Her experience with clients such as Pfizer, Federal Express, and Reader’s Digest encompasses both sales and service contact centers in various industries including Insurance and Finance, Healthcare , Manufacturing, Publishing, Information Technology and Utilities. Deb has expertise in all aspects of the contact center which spans: Call Center, Software Evaluation and Installation, Program Development, KPI Improvement, Quality Management, Workforce Optimization, Report Development, Performance Assessments, Compliance Audits, Training/Recruiting/Retention, Vendor Evaluation and Selection, Scripting and Lead Generation. Deb’s program proficiency includes Customer Service, Customer Retention, Customer Support, Lead Generation, Inbound & Outbound Sales, Cross-Selling, Membership and Continuity Programs.
Good evening, friends, customers and businesses. Fuze, one of the most modern, quickly-growing online communication websites in the world, has named HMC3 one of their Preferred Partners! On behalf of all of the team members at HMC3, we feel very honoured and delighted to have been recognised in such a way.
As we are a mostly online-based company, we find websites such as Fuze very helpful in managing our business and meetings, especially during the current coronavirus crisis, when in-person meetings have not been a reasonable option. HMC3 is an adaptable, highly-innovative company, though, and we will pull through with any contact center problems your business may face, as always.
We are very proud to share an interview with our talented CEO, Eben Hall. Fuze was eager to discover his business's core use for the company, and it is enclosed below.
Good evening, friends, customers and businesses. With the current coronavirus crisis that is evident in today's ever-changing world, the team at HMC3 has decided to announce some of our new adaptations in reference to the pandemic situation.
HMC3 had a reputation for its adaptability and quick, innovative thinking- and it is very fortunate that we do, to help our customers adapt in these strange times. We realise that many of our customers, new and old, will see their businesses suffering in relation to the pandemic's impacts on the economic world. Changes to contact centers need to happen quickly, and when almost all businesses have been impacted in some way, time and effort is short and limited.
Fortunately, HMC3 can help. We are putting all of our current customers on file to personally adapt their contact center(s) to fit with the changes. We also welcome any new customers to connect with us now, before the crisis becomes any worse. Our team can swiftly fix any contact center problem your company faces, just as quickly, creatively and effectively as before. And, as you know, HMC3 will always be there to help with any problem, regardless of the current situation.
Finally, on behalf of all of the team at HMC3, we hope that our readers and customers are staying safe and well during these troubling times.
Good evening, friends, customers and businesses. Welcome to the newly-launched website of HMC3, a cutting edge company that deals with all your contact center concerns! We are a talented, enthusiastic group of individuals, cleverly merged together to create "a team to remember" as stated by our valued customers. And we are always on hand to help. From technology issues to center launches, the team at HMC3 are there for your business or company whenever you need us.
Here at HMC3, we believe in the power of our team- a team that works to energise and support the growing businesses of today's climactic world. Our dedicated, diverse team members are all hand-picked to serve YOU, and they all have something brilliant to offer, at any time.
We have been growing our name as one of the most innovative companies ever to cross the border into the contact center area, and have served such customers as Microsoft, Kimberly-Clark and United Technologies from around the world. Though we are based in the US, we have several branch team members who operate from other parts of the world, too, including the UK, the Netherlands, and Indonesia.
And so, on behalf of all of the members at HMC3, we welcome you to explore and delve into what we have to offer, and discover our talents and creative thinking.