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WyzMindZ releases a new White paper-- Learn the dramatic impact of forecasting inaccuracies to your business
In 2011, WyzMindz solutions Pvt. Ltd. did a study into why some call centers have accurate forecast and others don’t. 10 common problems emerged and we do not have any reasons to believe that these factors have changed much since the research was compiled. They are summarized here, in no specific order. The good news? You can avoid these problems and the remedies are fairly obvious.
WyzMindZ releases a new White paper-- How do you calculate your Base Staff & trunk requirement
Trunking should be calculated in conjunction with staffing because staffing impacts delay, which affects the load trunks must carry. Through this White paper, WyzMindZ intends to dispel the common myths about staffing and Trunking. We’ll look at the mechanics of correct calculations and how existing software tools can be applied to the task. We will also cover important definitions and measurements related to this aspect of planning.
WyzMindZ releases a new White paper-- Are you scheduling effectively & sufficiently
Scheduling is more of a challenge in today’s environment than it was in call centers of yesteryear. A number of trends have contributed to this complexity. Modern Call Centers support a broader range of products and services than they did in the past. Technology has enabled many simple transactions to be automated, leaving reps with more varied and demanding calls, which often necessitate more off-line research, follow up and training. And customers are utilizing a variety of communications media other than the telephone (i.e., e-mail, fax and IVR services) to interact with organizations. Through this White paper, WyzMindZ team of experts, intends to share key ideas about scheduling effectively and sufficiently
WyzMindZ releases a new White paper-- Understanding Inbound Dynamics
As Surely as the laws of physics define the parameters for air travel, fundamental principles govern incoming call centers. When these principles are misunderstood or ignored, the results are often poor or volatile service levels, inappropriate staffing, excessive costs and unhappy callers. Through this white paper, WyzMindz team of experts, intends to share immutable laws that are at work in any incoming call center
WyzMindZ releases a new White paper-- Conveying Call Center Activity to Senior Management
Visibility into Call Center activity, is a common issue that call center Senior Management struggles with. Quick decision making usually boils down to how quickly call center MIS teams convert data into actionable intelligence. Through this white paper, WyzMindZ team of experts, intends to explore the quick, reliable & enabling ways to convey call center activity to Senior Management.
WyzMindZ releases a new White paper-- Managing Service level in Real time
The planning is done, the schedules are in place and the calls are pouring in. Now what? Even with good forecasts and accurate schedules, random call arrival patterns means that call centers inherently operate in a "demand Chasing mode". Each moment, there are either more calls to be answered than resources available, or more resources than calls. Through this white paper WyzMindZ team of experts, intend to explore best possible ways in which this requirement can be balanced.
WyzMindZ releases a new White paper--Service level with quality
While all agree that that quality and service levels should work together, most call centers usually struggles to find the right balance. This White paper talks about the possible ways to create right balance