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

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Customer Guru

JANUARY 3, 2018

When we started the journey of Cloudnine in 2007, we did not have any great ambition of growing beyond one unit. It was always our belief that word of mouth is going to be the biggest proponent in scaling our services. From 2007, the way in which “word of mouth” can be propagated has changed with the onset of digital media.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Xaqt

JUNE 22, 2020

This can wreck havoc on contact center reporting because most vendors have their own calculations for metrics and it's difficult to navigate the differences between them (ie, does Total Handle Time include After Call Work Time and AUX?, or "Does Service Level include Calls abandoned?").

Call Center 52

Call Center Contact Center Analytics Engineering 52

Comm100

NOVEMBER 13, 2022

As online service demands became more challenging during the pandemic, organizations needed to ensure they were taking care of agents on the front line. This meant a shift away from efficiency metrics towards agent wellbeing. Founded: 2007. Expect to see this trend continue, as there remains much room for growth in this area.

Customer Service 75

Customer Service Chatbots Best practices Surveys 75