SharpenCX
JUNE 23, 2021
Metrics aren’t everything. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level is a fundamental metric. Call abandonment rate. Plus, you need a high-performing, empowered contact center. It can be hard to manage.
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. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.
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NICE inContact
MARCH 10, 2016
As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at?
Talkdesk
AUGUST 25, 2016
When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. So the question becomes: Can traditional call center metrics zero in on how to meet customer expectations? How do these unquantifiable experiences fit together with traditional metrics?
Revation Systems
JUNE 15, 2020
1% Fairview Health Services has notably improved the contact center's abandonment rate (now at less than 1%). This resulted in long call center wait times and higher abandonment rates. Likewise, Banner Health found that between 2016 and 2018, referral volume had declined significantly.
NICE inContact
MAY 9, 2017
In July 2016 I noticed the video card showing eminent signs of demise and began to search for replacement parts. If you’re looking at a subtask that you have not looked at in a while, start by picking a completion rate of 78% as a goal. Then pick out three or four metrics that describe that subtask.
Eptica
OCTOBER 28, 2016
Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.
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