Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. During the best of economic times, it’s a smart business practice.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency! Look after your people.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. Here are the critical call center agent performance metrics.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Fonolo

AUGUST 4, 2022

Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Stakeholders are happy with your quarterly reports and ability to meet call center goals. You have enough staff to handle peak call volumes every day. Amount of time needed for call resolutions.

Call Center 81

Call Center Abandon rate Contact Center Average Handle Time 81

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

Call Center 196

Call Center Self service Gamification Contact Center 196

CX Global Media

JANUARY 15, 2019

Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? If yes, then you must understand what factors define the success of e-commerce. Let’s get started.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

Global Response

MAY 1, 2023

Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming.

Call Center 62

Call Center Management outsourcing Coaching 62

Playvox

JULY 6, 2022

There’s a lot riding on your contact center schedule. Does it meet your agents’ needs? Even when you get it all set, making sure agents stick to your carefully crafted schedule can be a challenge. Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

Nicereply

NOVEMBER 16, 2022

Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. For a carpenter, it’s a hammer, measuring tape, and saw. This includes purely support-focused tools —like your ticketing software—as well as other productivity tools that will help you be better at your job.

Management 98

Management Analytics Feedback Surveys 98

TechSee

JANUARY 24, 2023

The earlier that your call center staff can see the problem, the faster they can resolve it. By systematically and visually leading a caller through a series of steps, the service team can reduce costs by cutting the AHT spent on calls and increasing the number of customers they serve. This boosts FCR and lowers AHT.

Average Handle Time 109

Average Handle Time First call resolution Call Center Technology 109

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Aspect

MAY 6, 2020

Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. As we review these crucial elements, it’s important to remember that while productivity can be measured the same way in a remote environment as it’s measured in an office, it’s not ideal.

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

SmartAction

NOVEMBER 15, 2023

The Evolution of Customer Self-Service Customer self-service has come a long way since the days of waiting on hold for assistance from traditional call centers. AI-Powered Voice Self-Service AI-powered voice self-service is revolutionizing the way customers seek help. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

SharpenCX

JUNE 28, 2023

It seems customer service is now the yardstick by which consumers measure brands. This means true customer service success is far deeper than just tracking calls received. Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them.

Call Center 67

Call Center Metrics call center software Contact Center 67

SharpenCX

OCTOBER 6, 2021

If your contact center is filled with tired, stressed, irritable employees, your customers will notice. So, step one to running a more effective contact center is focusing on your agents, first. So, step one to running a more effective contact center is focusing on your agents, first.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

Call Logging 59

Call Logging voip Contact center software CRM 59

Fonolo

DECEMBER 6, 2022

When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. But let’s linger on leadership style.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. If you know what your performance metrics are, you know how well you’re doing. Without call center KPI tracking, you’ll never know if you’re running your call center effectively.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

JustCall

NOVEMBER 23, 2022

A call center works on various metrics that determine its overall performance. Starting from staff productivity to the number of tickets solved per day and so on, each business needs call center reports for an accurate analysis of its daily tasks. What is Call Center Reporting? What is Call Center Reporting?

Call Center 52

Call Center Abandon rate Interactive Voice Response Wait times 52

TechSee

DECEMBER 9, 2020

Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. The Potential Value of RPA in Call Centers.

Contact Center 109

Contact Center Technical Support Metrics CRM 109

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

JustCall

MARCH 7, 2023

Customer support is the backbone of every customer-facing business, and your growth relies heavily on your ability to satisfy and retain your customers. But meeting the increasing expectations of your customers is a challenge. And the only way to succeed is through an effective contact center management system.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Fonolo

JANUARY 31, 2022

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This may have been a good indicator of success a few decades ago, but today’s experts agree that delivering a quality customer experience carries more weight than the amount of time spent on the phone.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Balto

FEBRUARY 8, 2023

Managing your call center’s workforce effectively is essential to keep both customers and agents satisfied. The process can be pretty complex when you take into account your agents’ skills and break times, as well as the different channels you offer support through and peak times. What Is Call Center Workforce Management?

Call Center 52

Call Center Management call center workforce Contact Center 52

CSM Magazine

OCTOBER 10, 2023

For instance, your customer success VP might be concerned that short AHTs indicate customers are being rushed into solutions they might not necessarily want and your finance and IT directors both have concerns that long AHTs will increase staffing costs. Improve AHT in 5 Easy Steps 1.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Vistio

MARCH 11, 2024

If you work in a contact center, you know just how crucial a well-trained agent can be. Whether your agents are in sales, customer service, or any other client-facing role, the success of your business often hinges on the effectiveness of your agent’s training.

First call resolution 52

First call resolution Contact Center Best practices Coaching 52

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52