Understanding Call Center Metrics, CRM+ From Inside View, Pictures for 911 Calls,

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David Sims
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Understanding Call Center Metrics, CRM+ From Inside View, Pictures for 911 Calls,

Monet Software has been posting some good info about call center metrics, how to use them to set goals, what they mean, exactly.

Take abandon rates. As Monet officials explain, that means the percentage of calls that hang up before an agent could take the call - it does not mean calls that get a busy signal.

So what does it mean? It might show that your customers are ticked off having to wait so long on the phone. Face it, you don’t like waiting forever for an agent to take your call, nobody else does either.

As Monet’s blog post notes, generally speaking, the longer it takes to answer a call, the higher are abandon rates. Again, we’re not talking about people who are hanging up because they got the wrong number, that happens the first ten seconds or so. We’re talking people who are tired of listening to the Muzak.

“Good,” some of you might be thinking. “Didn’t want to listen to those ugly suckers anyway.” Nope, it doesn’t work that way. They call back. So if you don’t take care of them the first time they call, odds are good that they’ll call back, inflating call volumes, even higher call rates.

As Monet officials said on their earlier blog post, “there are many call center metrics you can track, so the key question is often: What is really important for my call center?”

Read more here.

The Washington Post’s good TechCrunch column reported recently that InsideView, which mashes up social data for enterprises as a way to increase sales productivity, has just launched CRM+.

Not to be confused with Google+ -- we presume.

InsideView has raised $37 million in funding, TechCrunch notes, adding that the new product, CRM+, “crawls through more than 20,000 web sites, social networks and databases including Twitter, Facebook, LinkedIn, Hoovers, Reuters, and SEC filings,” collecting the kind of  businesses sales intelligence and information for finding and maintaining leads that companies salivate over.

The product then adds it to workers’ process flow in their existing CRM platform, TechCrunch explains, noting correctly that it “basically brings social data to all CRM users, not just sales.”

Read more here.


From the blog “IVR Deconstructed,” comes the observation that the efficacy of emergency response systems are heavily dependent on an individual’s location.

No arguing with that. Now if you’re using interactive voice response as part of an emergency alert systems, as the blog says, you need to “understand how emergency can integrate with IVR and how technology is changing how emergency services function as a whole.”

And it’s all the more important since recently the Federal Communications Committee said they’ll be updating their technology to accommodate different types of communication emergency services.  

The way it has been, 911 response systems could process incoming phone calls, and that was it. Now, they’ll be able to handle “text messages, voice calls, videos and photos, as well as enable automatic location information for users calling in to 911.”

Read more here.

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