DMG Consulting

DECEMBER 11, 2017

KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and performance.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

Fonolo

MAY 22, 2019

In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Ventana’s Value Index for Cloud Contact Centers (2018). Gartner’s Magic Quadrant for CCaaS (2018). Aberdeen’s The Intelligent Contact Center.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? What about average handle time, service level, or agent attrition? Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

NICE inContact

FEBRUARY 13, 2018

With good cloud-based contact center solutions, implementing agent screen pops have never been easier. However, benefits extend to other contact center metrics as well. Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT).

Contact Center 49

Contact Center Average Handle Time Wait times APIs 49

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Voiance

SEPTEMBER 26, 2018

With 2018 coming to an end, it's time to evaluate your contact center’s metrics. We know contact centers rely heavily on their key performance indicators (KPIs); that's why o ur language services would be a great addition to your contact center initiatives to improve metric s and meet KPIs.

Contact Center 48

Contact Center Metrics Average Handle Time First call resolution 48

InGenius

JANUARY 2, 2019

A bite-sized breakdown of typical contact center terminology. When you're working in a fast-paced contact center environment where time is precious, it makes sense to use a set of special words that are going to help speed up communication and keep productivity levels running high - but what are they?

Contact Center 48

Contact Center Interactive Voice Response APIs Business Process Outsourcing 48

Spearline

JULY 9, 2019

By their very nature, contact centers receive a high volume of telephone calls. Often unknown to them, their customers may be unable to contact them due to issues in the wider network, errors in call termination/routing, or other. The “representative contact center” arrives at $1.3M in annual cost.

Contact Center 40

Contact Center Average Handle Time Customer Experience Telecommunications 40

Fonolo

APRIL 26, 2018

I read countless articles on how to reduce stress in the call center and often wonder, “why is the contact center environment so traumatic?” The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible service. Average Handle Time.

Call Center 83

Call Center Average Handle Time Contact Center Surveys 83

RapportBoost

NOVEMBER 25, 2018

– Event, sponsored by Talkdesk, to cover top priorities for contact centers on how to connect with customers, prospects via their preferred channels – San Diego, CA. The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels.

Contact Center 40

Contact Center Average Handle Time Analytics Best practices 40

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail. Share this page on: Tweet.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

TLC Associates

OCTOBER 1, 2019

That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal team working with the right outsourced contact center. for the last few months , companies across industries are having flashbacks to the difficult 2018 hiring season. With the U.S.

Healthcare 40

Healthcare Contact Center outsourcing contact center solutions 40

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. What’s your team’s mission?

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. What’s your team’s mission?

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Eptica

AUGUST 1, 2018

Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

HGS

APRIL 24, 2018

CX experiences that lead with self-service and intelligently integrate people at key moments of truth are the fastest way to control costs and balance the needs of the business to move beyond the traditional voice contact center. Does automation assist your contact center frontline to resolve customer conversations effectively?

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. What are the drivers of migrating contact centers to the cloud?”. Joe Eisner. Organization: AWS. Steve Nuttall.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

SharpenCX

NOVEMBER 5, 2020

With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Today, we’re walking through how you can use pre-crafted agent scorecards to simplify the agent feedback loop, save yourself time and improve coaching in your contact center. DO look for outliers.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Taylor Reach Group

MARCH 27, 2018

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Financial Institution Appoints Contact Center Consultancy. Calculating Occupancy in the Contact Center.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

TechSee

DECEMBER 28, 2020

The drivers for changing roles in contact centers. A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

RapportBoost

NOVEMBER 5, 2018

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA.

Sales 40

Sales Contact Center Average Handle Time Employee engagement 40

RapportBoost

OCTOBER 7, 2018

– Company CEO Tony Medrano to discuss how contact centers can leverage agent feedback, training platforms to drive agent performance, turn contact centers into profit centers – Los Angeles, CA. This sure gets our contact centers noticed by their CEOs and Boards.”. to 12:50 p.m.

Average Handle Time 63

Average Handle Time Contact Center Coaching Feedback 63

RapportBoost

DECEMBER 2, 2018

– Independent judges panel named RapportBoost’s conversational analysis platform for chat one of leading enterprise products for 2018 alongside NewVoiceMedia, Domo, Bold360ai, Pega – San Diego, CA. RapportBoost.AI Learn more about how to supercharge chat conversations for your brand from the team at RapportBoost.

Enterprise 40

Enterprise Average Handle Time Coaching Contact Center 40

Interactions

FEBRUARY 13, 2019

One of the biggest challenges faced by contact centers is agent churn. Over time, agents get bored, disengaged, burnt-out and overwhelmed. Per a Contactbabel 2018 report, s taffing accounts for up to 75% of a contact center operational cost. With digital employees, there is no churn or attrition.

Average Handle Time 48

Average Handle Time Contact Center Chatbots Enterprise 48

TLC Associates

JUNE 20, 2019

Let’s start with the timing of your workforce escalation. When will you see the greatest contact center surge from holiday shoppers? Here are only a few examples of what you can learn from your contact center KPIs: First Contact Resolution – Plenty of factors impact first contact resolution (FCR).

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Serenova

OCTOBER 22, 2019

You can see it just over the horizon: the storm of calls, messages and texts that come with the holiday season at your contact center. Here’s how you can ensure your contact center’s systems and processes will weather the storm: 1. If you’re not already using a cloud-based contact center, think about switching.

Contact Center 64

Contact Center Social media contact Average Handle Time Wait times 64

RapportBoost

OCTOBER 3, 2018

The annual list recognizes trailblazers in the contact center and customer experience industries. Heidi is an incredible inside sales, contact center and live chat leader that cares immensely about both her P&L and the Jenny Craig brand,” said Tony Medrano, CEO of RapportBoost.AI. is the heart and soul.

Average Handle Time 40

Average Handle Time Contact Center Chatbots Scripts 40

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Published on: January 10, 2018. To transform customer experience it now provides its contact center agents answering voice calls and emails with instant access to Sheldon, its Eptica-powered knowledge base.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49

pindrop

OCTOBER 12, 2021

It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. A few interesting trends are taking place in contact centers. . Source: Contact Babel The US Contact Center Decision-Makers’ Guide, 2018 and 2021. The Real Cost of KBAs.

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

RapportBoost

SEPTEMBER 28, 2018

September 28, 2018 – RapportBoost.AI , a Los Angeles based technology company that provides augmented intelligence solutions to brands that utilize conversational selling and conversational marketing to engage potential customers online, recently completed its first internship program. RapportBoost.AI RapportBoost.AI RapportBoost.AI

Average Handle Time 40

Average Handle Time Contact Center Technology Sales 40

Verint

APRIL 12, 2018

They discussed how speech analytics can transcribe and analyze 100 percent of their recorded interactions between guests and the contact center to help surface valuable intelligence. These calls had the highest average handle time (AHT)—more than 19 minutes per call. Interested in learning more?

Analytics 31

Analytics Average Handle Time Quality management Coaching 31

Customer Service Life

APRIL 13, 2018

This article was originally published on CustomerThink on February 13, 2018. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. Myth #1: Agents can handle other channels while doing chats.

Average Handle Time 79

Average Handle Time Chatbots Contact Center Customer Service 79

Customer Service Life

APRIL 16, 2018

This article was originally published on the FCR blog on March 30, 2018. On a more serious note, I had the opportunity to sit down with the two Jeremys and hear a bit about some of the essentials of Workforce Management (WFM) for contact centers. An overview of contact center scheduling. First, what is WFM?

Management 74

Management Contact Center Average Handle Time Service level 74

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. He has significant experience in contact center operations, technology implementation and professional services.

Management 40

Management Abandon rate Metrics Contact Center 40

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Occupancy Rate.

Service level 92

Service level Abandon Call Wait times Call Center 92