CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. Metrics that matter. According to Carlos Mu?oz management (WFM).

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. They pave the way for the success of their call center agents, and by extension, the rest of the business.

Call Center 81

Call Center Marketing Management First call resolution 81

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How long have you been delivering AI solutions as part of your contact center services?

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. So, that metric?

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Contact Center Geek

JANUARY 14, 2016

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. I loved it. I'm not suggesting companies abandon NPS.

Contact Center 48

Contact Center Management Call Center contact center associations 48

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). In my contact centers, I’ve also offered a graffiti-style feedback system that I’ve written about before ( Taylor Reach Blog ).

Consulting 173

Consulting Consulting Contact Center Surveys 173

Callminer

FEBRUARY 21, 2018

Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology. and the Office of the Mayor of Taipei. branch of a German consumer products manufacturer.

call center software 210

call center software Call Center Contact Center Analytics 210

Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Turning a Contact Center into a Profit Center. 2017 Key Metric Success. Related Posts. Jenine Kent.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Tethr

JANUARY 7, 2019

Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Fonolo

FEBRUARY 20, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. So, that metric?

Customer Service 67

Customer Service Metrics Call Center Banking 67

SharpenCX

APRIL 21, 2020

More than ever before, team KPIs and individual metrics play a vital role. Use adjusted metrics to guide your employees to know the goals they’re expected to hit. Focus on some of these key metrics to help you track quality and success while managing remote employees. How are we caring for our customers?

Best practices 76

Best practices Management Coaching Metrics 76

CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2018) Industry leaders reported that they improved their customer satisfaction KPI metric target by 47.1%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). This year, prepare your call center with the right tools to manage this. Updated June 2020. Reward customers for their feedback.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Voxjar

JUNE 8, 2021

Founded in 2013. They have some cool out of the box metrics like their Tethr Effort Score and some great shortcuts for setting up new analytics categories. Orecx smoothly with customers of all sizes, from small 5 person sales teams to 10,000+ seat contact centers. Based in Austin Texas. Orecx pricing.

Call Center 51

Call Center Analytics Enterprise Sales 51

Natalie Petouhof

SEPTEMBER 1, 2016

Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. Social media metrics. Costs of Investment.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Ideally, your contact centers should have a low turnover rate. With a thorough analysis of these metrics, you can obtain a full view of the customer experience.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Babelforce

SEPTEMBER 3, 2020

In this post: What is an inbound call center? Key metrics for inbound call centers Three skills the best call centers have Your free guide to contact center automation. What is an inbound call center? This is an alternative to an outbound call center which only places calls.

Call Center 52

Call Center Abandon rate APIs Interactive Voice Response 52

AWS Machine Learning

NOVEMBER 22, 2023

Workshops AIM302 (LVL 300) | Use generative AI to extract insights from contact center recordings Monday November 27 | 8:30 AM – 10:30 AM (PST) Learn how to derive insights from contact center recordings and other media using Amazon Transcribe and generative AI. Reserve your seat now! Reserve your seat now!

Engineering 114

Engineering Best practices APIs Government 114

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. RPA Helps Contact Centers Deliver Better Customer Experiences.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

AUGUST 4, 2020

In 2013, a report by Walker indicated that customer experience will overtake product and price as the key differentiators for brands by 2020. The Executive Guide to Improving 6 Call Center Metrics. These help you to gather specific, qualitative information about your CX and can provide some useful actionable metrics.

Advertising 120

Advertising Call Center Airlines Metrics 120

Babelforce

JANUARY 7, 2021

All in one neat metric. 4 strategies to increase your CLV Your (free) eBook on contact center automation. Unlike metrics like CSat or NPS , CLV relates directly to profitability (so it tends to be important to more people!). Around 40% of contact centers say that reducing the cost of their operations is a key objective.

Upselling 52

Upselling Airlines Contact Center Customer retention 52

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks. and cloud-based call center offerings.

Contact Center 116

Contact Center Technology Self service Call Center 116