Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. First Contact Resolution. This is then divided by the total number of calls.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. FCR is the Most Important Metric. Call Center Trends 2015.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

airespring

FEBRUARY 29, 2016

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. Those centers that do not keep track of things such as call efficiency, FCR (first call resolution), and email response rates are not even close to operating at optimal efficiency.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. As performance occurs at a very granular level, contact centers rely on a wide variety of performance metrics which are tied to high level business objectives and strategies.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! Executives love data and metrics, right? You must use feedback, data, and metrics to do that. Image courtesy of Pixabay Are you adding data to your journey maps? In it, I advocated for mappers to add data to their journey maps.

Journey mapping 34

Journey mapping First call resolution Metrics Analytics 34

Calabrio

APRIL 26, 2016

According to research recently conducted by my company, Saddletree Research, in conjunction with the National Association of Call Centers (NACC) at The University of Southern Mississippi, spring 2016 will be a time of renewal and refreshment in the contact center as well.

Contact Center 56

Contact Center First call resolution Contact center software Metrics 56

CSM Magazine

APRIL 5, 2018

Moving your CC team to video chat gives you the metrics you need to convince management of the value. Priya was awarded New England Entrepreneur of the Year in 2014 and ranked on the 2015 top 100 Entrepreneur list by the Boston Globe. Incorporate co-browse and screen-share technology into your phone based contact centres.

Customer Care 40

Customer Care Chatbots Automotive Average Handle Time 40