Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. How does a contact center know it’s consistently delivering high quality service? It begins with setting metrics. Service Level. First Contact Resolution.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” FCR is the Most Important Metric.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Taylor Reach Group

DECEMBER 7, 2018

The average contact center attrition reported by ICMI was at 33% in 2017, up from 29% reported in 2016. If 30% of your staff is still negotiating the learning curve towards competency, they are by definition performing at a lower level than the veteran staff. Improving coaching processes. Increasing communications in training.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Insite Managed Solutions

OCTOBER 14, 2015

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. Forecasting & Requirements – Once you have your metrics, you should now understand what drives your business. How do the metrics stack up against forecasted versus actual?

Management 40

Management Abandon rate Metrics Contact Center 40

Insite Managed Solutions

DECEMBER 23, 2015

All of these metrics are managed by the supervisor and they make a vast impact in your P&L. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. 2017-09-28T14:14:01+00:00. Related Posts.

Call Center 40

Call Center call center workforce Coaching Contact Center 40

CSM Magazine

APRIL 13, 2022

Stress levels among agents are rising sharply with 96% claiming to feel stressed at least once a week, while 33% of agents are stressed multiple times a week – up from 25% in 2017. Is it any wonder, given that they are dealing with 14.4 additional omnichannel interactions per day? [i] Here are three ideas for inspiration: 1.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

NOVEMBER 10, 2021

Most recently, Calabrio surveyed over 250 contact centre agents and discovered that more agents aged 30-44 years think chatbots will have a greater impact on their job than they did in 2017 (22% versus 10% respectively). They are also more likely to believe chatbots will have a greater degree of impact than agents aged 45-49 (10%).

Chatbots 52

Chatbots Scripts Analytics Coaching 52