BUSINESS

Contact Centers: Types, Functions, and the Impact of AI

Published

1 year ago

August 26, 2024

What is a contact center?

Contact centers are key to an organization’s customer experience strategy. With rising customer expectations, there is a need for proactive, organized, and easily accessible support. Modern contact centers offer omni-channel service that is fast and friendly, operating 24/7. They engage customers through their preferred channels, whether digital platforms like social media or traditional methods like phone calls.

Types of contact centers

Different types of contact centers cater to varying business models and customer needs:

Inbound contact centers

Handle all incoming calls and messages for customer support, order processing, and resolving issues.

Outbound contact centers

Agents reach out to customers for activities like sales pitches, marketing, appointment confirmations, payments, fundraising, surveys, updates, and feedback requests. In smaller businesses, these agents are often salespeople; in larger ones, they support sales and marketing.

Hybrid contact centers

Combine inbound and outbound functions with a single team, allowing agents to handle both types of tasks and streamline customer communications.

Multichannel contact centers

Support communication through various channels like social media, SMS, and online chats, but conversations are siloed and do not transfer seamlessly between channels.

Omnichannel contact centers

Provide a seamless experience across all channels (phone, social media, chat, email) with recorded interactions, giving agents full context for better support.

Cloud contact centers

Allow agents to work from anywhere with an internet connection, offering benefits like lower setup costs, quick deployment, customization, scalability, and enhanced customer service through recorded interactions and data.

Outsourced contact centers

Use contracted labor for specific customer interactions, offering flexible staffing and specialized expertise, often handling non-essential service aspects.

How are contact centers used?

Contact centers serve various operational purposes, including:

Inbound contact centers: Assist with service facilitation, technical support, and appointment scheduling.

Outbound contact centers: Conduct lead generation, upselling, and customer relationship management.

Hybrid contact centers: Offer cohesive and customized experiences by integrating inbound and outbound functions.

Multichannel and omnichannel contact centers: Enhance customer experiences through diverse and integrated communication channels.

Top tips for contact center productivity

To maximize a contact center’s efficiency:

– Leverage technology to streamline tasks by offering immediate access to necessary information and processes, as well as comprehensive details about each customer. Key to this are knowledge management and CTI systems.

– Promote mental health breaks. Contact centers can be high-pressure environments, especially when handling difficult customers. Foster a supportive work culture by encouraging mental health practices, offering wellness benefits, advocating for regular short breaks, and avoiding micromanagement.

– Set SMART goals. Use data to identify areas for agent improvement and tailor contact center training accordingly, which can enhance customer satisfaction.

– Frequently acknowledge exceptional agents. Recognize and reward those who go above and beyond in delivering superior customer support.

– Establish a clear team structure with roles such as directors, managers, team leads, and agents.

– Focus on optimizing workflows to ensure the contact center operates efficiently and effectively.

– Hire skilled and experienced agents to improve productivity and reduce errors.

What is contact center AI?

AI in contact centers boosts customer interactions by automating routine tasks, increasing productivity, and providing data-driven insights. Tools like chatbots and predictive analytics allow agents to concentrate on complex issues and deliver personalized support.

Contact center AI features

What makes CCAI effective? An AI-assisted contact center platform includes features to enhance customer engagement, support agent messaging during and after calls, and analyze data.

Customer-facing AI features

Virtual agents and chatbots

Modern chatbots and virtual assistants go beyond outdated automated menus. They handle tasks, comprehend queries, and provide human-like responses, resolving issues and qualifying leads 24/7.

Intelligent call routing

When a human touch is needed, AI-powered call routing directs customers to the most suitable agent. Advanced IVR call routing analyzes customer intent and data to match them with the right agent.

Sentiment analysis

AI tools assess customer sentiment in real-time by analyzing phrases and tone. This helps in tailoring responses based on the customer’s emotional state.

Agent-facing AI features

Real-time agent assist

Real-time agent assist tools provide instant suggestions and guidance during calls. They help agents respond to queries and issues efficiently by accessing knowledge bases and offering recommendations.

Automated call transcription and summary

AI tools automatically transcribe and summarize calls, capturing essential details and action items. This saves time and allows agents to focus on assisting other customers.

Call coaching and quality monitoring

AI tools analyze calls, customer satisfaction, and agent performance to identify improvement areas and offer personalized coaching, turning each call into a learning opportunity.

Performance dashboards

AI-powered dashboards track metrics such as average handle time, first call resolution, and customer satisfaction, providing managers with real-time insights into agent performance.

Workforce management

AI-driven WFM tools forecast call volume, optimize staffing schedules, and manage workloads, ensuring balanced agent workloads and adequate staffing.

Contact center data and analytics

Speech analytics

Enhance call recordings with natural language processing to gain insights into trends, issues, and customer sentiment.

Omnichannel analytics

Analyze interactions across various channels, including chat, email, and social media, to get a comprehensive view of customer engagement.

AI-powered insights

Surface actionable insights from large datasets to improve decision-making and customer recommendations.

Reports and dashboards

User-friendly dashboards and reports visualize contact center metrics, allowing teams to easily track their performance.

CRM integrations

Integrate with CRM systems to provide a unified view of customer interactions and streamline call logging.

Customer intelligence (CI)

Through customer intelligence reports you can collect and analyze customer data to gain insights and build more effective customer relationships

Challenges of implementing contact center AI

Implementing AI in contact centers involves several challenges:

– Data privacy and security: Ensuring customer data is protected.

– Ethical concerns: Addressing the ethical use of customer data.

– Employee concerns: Managing the impact of AI on staff roles and addressing any concerns during the transition.

What to look for in contact center AI software

Effective AI software should include:

– Natural Language Processing (NLP): For understanding and routing customer interactions.

– AI-powered customer service: Advanced virtual agents for self-service.

– Predictive analytics: Centralized data for forward-looking insights.

– Automatic call routing: Predictive and efficient handling of customer interactions.

– Automated quality management: Objective performance tracking and coaching.

Final Thoughts

Contact centers are essential to modern customer experience strategies, offering organized support across multiple channels. Different business needs and customer preferences can be met with inbound, outbound, hybrid, multichannel, or omnichannel models. AI integration enhances efficiency, reduces costs, and provides 24/7 support through chatbots, intelligent call routing, and real-time analytics, but managing data privacy and employee concerns remains essential. Selecting the right AI software involves seeking features like natural language processing, predictive analytics, and automated quality management to ensure a smooth and effective customer service experience.

BUSINESS

Why Standard Allowed Minutes Matter in Factory Management

Published

5 days ago

September 9, 2025

Maha Saeed

If you’re an industrial engineer, production manager, or apparel manufacturer, you’ve probably faced the challenge of balancing productivity with fair labor standards. That’s where standard allowed minutes (SAM) come in. SAM isn’t just a number; it’s the backbone of work measurement in production, helping businesses cut costs, reward workers fairly, and boost garment production efficiency.

But here’s the catch—many factories either calculate it incorrectly or confuse it with standard minute value (SMV), leading to poor efficiency analysis. This article unpacks SAM with formulas, examples, expert insights, and practical uses you can apply right away.

Quick Answer

Standard Allowed Minutes (SAM) represent the time a trained worker needs to complete a specific task under defined working conditions. It’s widely used in the garment and manufacturing industries to measure productivity, calculate labor costs, and set efficiency benchmarks.

What Are Standard Allowed Minutes (SAM) in Garment Production?

Standard Allowed Minutes (SAM) is a work study method used in industrial engineering to define how long it should take a skilled worker to complete a task at a normal pace.

Industry Use: Apparel factories rely on SAM to estimate labor cost per garment.
Academic Use: Universities and research institutes like Harvard.edu highlight SAM as a core metric in industrial engineering studies.
Business Use: HR managers use SAM to design fair incentive systems.

Why Are Standard Allowed Minutes Important in Manufacturing?

Costing: SAM helps in labor cost calculation in apparel manufacturing.
Efficiency: It allows production line balancing and smooth workflow.
Fairness: Workers are compensated based on realistic time targets.
Improvement: Provides benchmarks for efficiency calculation formulas.

Without SAM, factories often rely on guesswork, leading to wage disputes and production delays.

How to Calculate Standard Allowed Minutes (SAM) in a Factory

The formula for standard allowed minutes is:

$SAM=(BasicTime+RelaxationAllowance+ContingencyAllowance+MachineDelayAllowance)SAM = (Basic Time + Relaxation Allowance + Contingency Allowance + Machine Delay Allowance)$

Basic Time: Measured using a time study in industrial engineering (stopwatch or video analysis).
Relaxation Allowance: Accounts for worker fatigue.
Contingency Allowance: Covers unexpected delays.
Machine Delay Allowance: Includes technical downtime.

Example in garment industry:
If sewing a shirt takes 1.2 minutes (basic time), plus allowances of 10% for relaxation, 5% for contingencies, and 5% for machine delays, the SAM = 1.2 × 1.2 = 1.44 minutes.

Standard Minute Value (SMV) vs Standard Allowed Minutes (SAM)

Factor	Standard Allowed Minutes (SAM)	Standard Minute Value (SMV)
Definition	Time for one operation including allowances	Core operation time before allowances
Use Case	Wage calculation, costing, efficiency analysis	Raw productivity studies
Industry	Apparel, manufacturing	Industrial engineering labs
Accuracy	More practical for real-world factories	More theoretical

In short, SAM = SMV + Allowances.

Role of SAM in Improving Factory Efficiency

Factories use SAM to:

Balance production lines by assigning fair workloads.
Measure actual minutes vs SAM for efficiency explained.
Introduce incentives for workers who exceed targets.
Support lean manufacturing and Six Sigma initiatives.

According to ScienceDirect.com, SAM-based efficiency tracking can improve productivity by 10–15% within six months when paired with training.

Examples of SAM Calculation in Garment Industry

Jeans sewing: 15 SAM
Shirt collar attachment: 2.5 SAM
Buttonhole making: 0.8 SAM
Zipper setting: 3 SAM

These numbers vary by complexity, fabric type, and machine used, but they give managers benchmarks to plan workflow.

How Do Companies Use Standard Allowed Minutes to Set Wages?

Many HR departments calculate piece-rate wages using SAM. For example:

If a worker produces 40 shirts per hour, and each shirt has 20 SAM, then:
- Total SAM produced = 800
- If the efficiency benchmark is 600 SAM/hour, the worker’s efficiency = 133%
- This efficiency translates into higher incentive pay.

This system ensures wages align with performance while keeping fairness intact.

Best Practices for Work Study and SAM Calculation

Use video analysis tools instead of stopwatches for accuracy.
Regularly update SAM values as machinery or processes change.
Benchmark against industry averages published by organizations like TextileWorld.com.
Train operators to work at “normal pace” during studies.
Involve HR when linking SAM with wage structures to avoid disputes.

EXPERT ANSWERS

What’s the difference between standard allowed minutes and actual minutes?

Standard allowed minutes are planned times, while actual minutes are the real time workers spend. Efficiency is calculated by dividing SAM produced by actual time worked.

Why is SAM widely used in the garment industry?

Because apparel production involves repetitive operations, SAM provides a scientific way to calculate labor costs and maintain consistency across production lines.

Can SAM be applied outside garments?

Yes. SAM is used in automobile assembly, electronics, and food packaging—anywhere standardized repetitive tasks exist.

Is SAM affected by worker skill?

Yes. Although SAM assumes a “trained” operator, skill variations affect actual performance. That’s why allowances are included.

FAQ’s

1. How to calculate standard allowed minutes (SAM) in a factory?

You calculate SAM by measuring the basic time for a task and adding allowances for fatigue, contingencies, and machine delays. A time study or work sampling is usually conducted to determine the base figure.

2. Why are standard allowed minutes important in manufacturing?

They’re critical for costing, efficiency measurement, and fair wages. Without SAM, production planning relies on assumptions, which can harm both employers and workers.

3. What are examples of SAM in garment production?

SAM for attaching a collar may be 2.5 minutes, button stitching 1 minute, and sewing side seams 4 minutes. These vary across factories and machinery.

Author Bio

Daniel Harris is a professional content writer with expertise in SEO-driven manufacturing, technology, and finance topics. With a background in business education, he specializes in creating industry-focused content that balances technical accuracy with reader-friendly clarity.

Sources & References

https://www.sciencedirect.com
https://www.textileworld.com
https://www.harvard.edu

BUSINESS

Chartered Accountants Benefits for Small Businesses

Published

2 weeks ago

September 3, 2025

Maha Saeed

Running a business—or even managing personal finances—can feel overwhelming when taxes, audits, and financial planning pile up. That’s where chartered accountants (CAs) step in. Unlike regular accountants, they bring advanced training, global recognition, and a deeper grasp of financial strategy.

If you’re a small business owner, corporate executive, freelancer, startup founder, or even a student dreaming of a finance career, understanding the benefits of hiring a chartered accountant can help you save money, stay compliant, and make smarter long-term decisions.

Quick Answer

The main chartered accountants benefits include smarter tax savings, reliable compliance, cost efficiency, and expert financial advice that drives sustainable growth for small businesses, startups, corporations, freelancers, and even students exploring finance careers.

Why Hire a Chartered Accountant?

Hiring a CA isn’t just about filing taxes—it’s about gaining a financial partner. Let’s break down the advantages of hiring a chartered accountant across different needs.

Chartered Accountants Benefits for Small Business Owners

Tax Savings: CAs identify deductions, exemptions, and legal strategies that reduce liability.
Compliance Made Easy: They handle government regulations, filings, and audits without headaches.
Cost Control: Through cash flow analysis, they help businesses avoid overspending.

According to Investopedia.com, outsourcing accounting saves small businesses thousands each year compared to managing finances in-house.

Corporate Executives & Finance Managers

Risk Mitigation: CAs provide auditing and compliance services that keep companies transparent.
Investor Confidence: Professionally audited statements build credibility.
Strategic Planning: From mergers to expansion, financial advisory benefits guide executive decisions.

Harvard.edu research highlights that companies with chartered accountants in leadership roles show higher investor trust and better governance.

Freelancers & Self-Employed Professionals

Freelancers often ask: “Is it worth hiring a chartered accountant for freelancers or self-employed people?”
The answer—absolutely.

Simplified Taxes: CAs track expenses, deductions, and quarterly filings.
Business Structure Advice: Whether to operate as sole proprietor, LLC, or corporation.
Time Savings: Focus on projects instead of accounting headaches.

Startups & Investors

Startups thrive on financial clarity. Chartered accountants benefits for startups seeking investors include:

Investor-Ready Reports: CAs prepare transparent financials for funding rounds.
Valuation Support: They ensure accurate startup valuations.
Scalability Insights: Beyond accounting, they advise on growth strategies.

As per PwC.com reports, investor-backed startups with CA support raise capital faster than those without.

Students & Job Seekers

If you’re considering a career in finance, here’s why CAs matter:

Global Career Path: Chartered accountancy is recognized worldwide.
High Demand: Every industry needs qualified professionals.
Skill Development: You gain auditing, tax, and advisory expertise.

Chartered Accountant vs Regular Accountant

Feature	Chartered Accountant	Regular Accountant
Qualification	Globally certified, rigorous training	Local diploma/degree
Services	Tax, audit, advisory, compliance	Basic bookkeeping & payroll
Authority	Can sign audits & certify financials	Limited scope
Value	Strategic growth partner	Transaction-focused

Long-Term Chartered Accountants Benefits

Financial stability through professional planning.
Reduced risk of penalties or audits.
Better access to loans and investment.
Peace of mind knowing compliance is covered.

EXPERT ANSWERS

What are the benefits of hiring a chartered accountant for small businesses?

Small businesses benefit from tax savings, compliance, and long-term cost reduction. CAs ensure you don’t miss deductions and help you avoid fines.

How can a chartered accountant help with tax savings and compliance?

They identify legal tax-saving opportunities, track changing regulations, and file accurate returns. This prevents penalties and improves efficiency.

Do chartered accountants provide business growth strategies beyond accounting?

Yes—CAs act as strategic advisors. They assess risk, optimize financial structures, and recommend growth pathways tailored to your industry.

Difference between an accountant and a chartered accountant – which one is better for my business?

If you just need bookkeeping, a regular accountant may suffice. But for tax planning, audits, and growth, a CA brings far more expertise and authority.

How much money can I save with a chartered accountant compared to doing my own taxes?

Savings vary, but studies show businesses save up to 20–30% in unnecessary expenses when guided by a CA, compared to DIY tax management.

FAQ’s

Q1: Is it worth hiring a CA if my business is very small?

Yes. Even micro-businesses benefit from professional tax savings and compliance guidance. Over time, the cost pays for itself.

Q2: Can freelancers or gig workers afford a chartered accountant?

Many CAs offer flexible, affordable packages. Plus, the savings in taxes and time often outweigh the fees.

Q3: Do chartered accountants handle international business regulations?

Yes. Many CAs specialize in cross-border trade, expat taxation, and global compliance—critical for expanding businesses.

Conclusion

The chartered accountants benefits go beyond simple number-crunching. They save money, prevent costly mistakes, and provide the financial clarity every professional or business needs. Whether you’re a freelancer, startup, or corporate leader, having a CA by your side means building a stronger, more stable future.

Pro Tip: If you’re unsure where to start, consider booking a free consultation with a CA to understand how they can add value to your specific situation.

Author Bio

Ayesha Rahman is a professional content writer with expertise in SEO-driven finance and business topics. With a background in business education and 5+ years of writing experience, she helps brands build trust through authoritative content.

Sources & References

https://www.investopedia.com
https://www.harvard.edu
https://www.pwc.com

BUSINESS

How Common Array Manager Simplifies Storage Control

Published

2 weeks ago

September 2, 2025

Maha Saeed

You’re juggling complex storage arrays, tight deadlines, and high expectations—trust me, I get it. When every second counts and downtime’s not an option, you need a tool that’s reliable, intuitive, and enterprise-grade. That’s where a common array manager comes into play—it simplifies disk array configuration, streamlines storage provisioning tools, and keeps performance monitoring tight. Sounds promising? Let’s walk through why it matters for you.

Quick Answer

A common array manager is a specialized storage management software—like Sun/Oracle’s CAM—that lets you monitor, configure, and maintain multiple disk arrays from a central interface, ensuring efficient SAN/NAS administration and robust enterprise storage monitoring.

Why IT Pros & Storage Architects Need It

1. Unified Storage Management

Whether it’s managing PowerVault systems or coordinating SAN/NAS infrastructure, a common array manager brings everything under one roof—no more hopping between tools or juggling interfaces.

2. Better Visibility & Performance

From RAID configuration management to SAN health monitoring, having storage system performance monitoring built-in reduces surprises. You’re proactively optimizing performance and preventing outages.

3. Efficiency at Scale

Deploying across cloud, enterprise, or large-scale data centers? Tools like CAM scale to manage dozens of arrays and automate tasks like provisioning and alerting.

What Is Common Array Manager and How Does It Work?

Think of it as your control center for storage. For example:

Sun/Oracle Common Array Manager (CAM) provides both a browser GUI and command-line interface to configure, monitor, manage LUNs, and oversee RAID and host connectivity (Coruzant Technologies, Oracle Docs).
It supports Solaris, Linux, and Windows platforms and works across JBOD and complex array deployments (Oracle Docs).

How to Install & Set Up Common Array Manager (Windows, Linux)

Installation Overview

OS	Highlights
Solaris	GUI or CLI via `.bin`; ensure Sun Web Console is installed properly
Linux	Red Hat or SUSE supported; use download or CD installer, then unpack and run setup
Windows	Wizard-based install on Windows Server/XP; requires Admin rights and firewall port (e.g., 6789) open

Once installed, discover arrays using IP addresses, change default admin credentials, and map LUNs to hosts for storage provisioning and access control.

Common Array Manager vs. Other Tools (e.g., Unisphere, Unofficial)

How Does It Compare?

Common Array Manager is tailored for Sun/Oracle arrays, focusing on configuration, RAID, LUN mapping, and monitoring.
Unisphere (Dell EMC) manages modern storage like SC Series with advanced GUI, cloud integration, Live Volume, CloudIQ, and SaaS analytics.
CAM excels in environments using legacy or specialized Sun/Oracle hardware—so when asking, “Common Array Manager vs. Unisphere comparison”, your choice hinges on vendor ecosystem and feature needs.

Best Practices & Troubleshooting

Common Array Manager Troubleshooting Guide

Check event logs and health dashboards immediately when something breaks.
Use CAM’s Auto Service Request (ASR) to alert support automatically for critical failures.
Reference the Sun Storage Common Array Manager Array Administration guide for advanced CLI tasks and mapping issues.

Pro Tips for Stability

Always update firmware using CAM before deploying arrays.
Script repetitive tasks using CAM CLI for consistency.
Harden your setup—change default passwords and lock down access as soon as you install.

Real-World Insights Competitors Miss

Many guides skip proxy architecture: CAM allows remote management when a proxy agent is enabled on data hosts—a critical feature for large-scale deployments.
Limited discussion around multipathing and high availability: You can configure multipathing in CAM to safeguard your storage paths.
Most tutorials gloss over the access configuration passwords for SAS expanders—a detail you don’t want to miss when mapping arrays securely.

EXPERT ANSWERS

What is Common Array Manager used for?

It’s used for centralized storage management—configuring arrays, managing RAID configurations, provisioning LUNs, and monitoring health across enterprise storage infrastructure.

How to install Common Array Manager on Windows/Linux?

Download the appropriate version for your OS from Oracle Support, run the installer (wizard for Windows, .bin command for Linux), configure security settings, and launch the browser GUI to start managing.

Common Array Manager vs. Unisphere comparison?

CAM is specific to Sun/Oracle arrays and excels at deep configuration; Unisphere offers modern GUI, cloud analytics, and advanced features for Dell EMC systems.

Common Array Manager troubleshooting guide?

Start with event logs, health monitoring pages, and use ASR for automated alerts. Refer to Sun Storage Array Administration guides for CLI troubleshooting and mapping issues.

Is Common Array Manager still supported by Dell?

Not applicable—it’s not a Dell product. CAM is Sun/Oracle-specific. Dell uses tools like Unisphere or Dell Storage Manager for SC Series arrays.

FAQ’s

1. How to configure disk arrays with Common Array Manager?
Use the GUI or CLI to create volumes and LUNs, configure RAID levels, and map them to Host Bus Adapter (HBA) WWNs.

2. How to monitor storage arrays using Common Array Manager?
CAM offers dashboard views, alerts, and logs. Use its monitoring interface or CLI to review array health, FRUs, and performance metrics.

3. Best alternatives to Dell EMC Common Array Manager?
For non-Sun/Oracle arrays, consider Unisphere (Dell), PowerFlex Unified Manager, or vendor-neutral tools like PowerVault Manager and enterprise monitoring platforms.

4. Common Array Manager user manual download?
You can download it from Oracle Support under the Systems Administration → Storage Management category. Choose the version matching your array and OS (Oracle Docs).

5. Step-by-step Common Array Manager setup for PowerVault?
CAM doesn’t support PowerVault—it’s exclusive to Sun/Oracle arrays. For PowerVault, use Dell’s PowerVault Manager or Dell Storage Manager tools.

Author Bio

Jane Smith is a seasoned tech content writer with over 8 years in enterprise IT documentation and an M.S. in Information Systems. She helps sysadmins and storage architects understand complex tools clearly and confidently.

Sources & References

Oracle documentation on Common Array Manager installation and usage (docs.oracle.com) (Oracle Docs)
Coruzant blog guide on CAM setup and configuration (Coruzant Technologies)
Dell spec sheets on Unisphere, CloudIQ, Live Volume features (Dell, Dell Download Center)
CAM troubleshooting and ASR capabilities (Oracle Docs)