Xaqt

FEBRUARY 6, 2020

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" Let’s use a stereotypical call center as an example. technologies were first emerging.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. This will improve campaign performance overall including agents’ service levels.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Kayako

OCTOBER 29, 2015

A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. The tools and metrics aren’t aligned. Metrics allow you to align the success of the outsourced team with your business. This makes it much more difficult to measure the performance of the team.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Quiq

NOVEMBER 9, 2022

It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). Measuring performance requires pulling metrics from multiple sources, a time-consuming and arduous process. A great example we’ve seen is from General Assembly.

Call Center 87

Call Center Chatbots Contact Center Surveys 87