Uniphore

JUNE 10, 2021

Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call. While numbers, like Average Handle Time (AHT), are convenient units of measurement, they make poor coaching tools, offering little actionable advice and alienating agents who feel they’re being “set up to fail.”

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. That’s not to say that all feedback should be positive.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Outsource Consultants

JANUARY 3, 2024

While there was a noticeable price adjustment across the region, showing steadily decreasing hourly rates since 2020, Eastern European call centers did not fully bridge the gap between their nearshore counterparts. In 2024, expect AI to enhance various call center operations, but the art of perfectly balancing agent workloads?

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . Do agents have access to daily performance metrics? Surface your team’s top three performance metrics to each agent and show them their daily progress against those metrics. (

Call Center 128

Call Center Customer Service Contact Center Metrics 128

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. What should your outsourcer – and you – be measuring beyond those standard metrics?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Take feedback from users during the trial period. Call center reporting traditionally focused on metrics such as call length and call abandonment. Some go live within a few minutes.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

SharpenCX

FEBRUARY 10, 2021

About 66% of customers faced problems with the products or services they purchased in 2020. And, nearly two-thirds of that camp felt rage over the issue that popped up or how it was handled. Because most of the time, your call center system automatically collects and funnels it to your reporting engine. Qualitative feedback.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Aspect

JULY 15, 2020

The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones. We have also added heat maps for easy visual analysis of performance data and a new API that simplifies the import of third – party performance metrics. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Select VoiceCom Blog

JULY 11, 2022

According to a report, the global market for call centres was estimated at almost $340 billion in 2020. Customer feedback surveys Similar to market research, you can also use outbound calls to gather customer feedback. This isn’t surprising, given how vital call centres are in a customer’s experience.

Telemarketing 52

Telemarketing Technical Support Interactive Voice Response Metrics 52

Balto

APRIL 20, 2023

We asked respondents which metrics they were most concerned with, and their results varied when broken down by whether or not they had done layoffs. They did, however, care more about dials per week and average handle time. All three top metrics point towards an emphasis on the customer experience.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

SharpenCX

JULY 28, 2020

According to Gladly’s 2020 Customer Expectation Report : 79% of customers say a personalized experience is more important than personalized marketing. Track your customer’s journey and satisfaction with metrics like CSAT and qualitative feedback. How can you keep up?

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

SharpenCX

NOVEMBER 26, 2019

If your tools don’t support your customer goals (and a better agent experience) it’s time to reevaluate. The whopping majority of employees, 96 percent , think receiving feedback regularly is a good thing. Use in-line training tools to deliver specific and relevant feedback to your agents on their interactions. Frequently.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

If your tools don’t support your customer goals (and a better agent experience) it’s time to reevaluate. The whopping majority of employees, 96 percent , think receiving feedback regularly is a good thing. Use in-line training tools to deliver specific and relevant feedback to your agents on their interactions. Frequently.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

FEBRUARY 11, 2020

With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Or, use this time to gather feedback — from your agents and your customers. Gather their feedback on each interaction to help fix broken processes.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. WFM solutions provide real-time visibility into agents’ actual activities vs. scheduled activities, making it easy for supervisors to identify and address potential performance issues.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. So, why not use them as a means of providing feedback?

Call Center 126

Call Center Management Contact Center Coaching 126

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. in the first quarter of 2020, and expected to continue to rise throughout 2021. In the U.S. alone, e-commerce now accounts for 16.1%

Customer Service 276

Customer Service Metrics Self service Average Handle Time 276

Noble Systems

JANUARY 30, 2019

Effective agent training and coaching have been a top priority for contact centers for a long time. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Leverage Gamification for Soft Skills Development.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator. When listening to the voice of the customer, remember to include and share the positive feedback. Call centers have to constantly work to improve their key performance metrics.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Noble Systems

JANUARY 30, 2019

Effective agent training and coaching have been a top priority for contact centers for a long time. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Leverage Gamification for Soft Skills Development.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. WFM solutions provide real-time visibility into agents’ actual activities vs. scheduled activities, making it easy for supervisors to identify and address potential performance issues.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Tethr

AUGUST 22, 2020

As part of Gartner’s “Top 10 Trends in Data and Analytics, 2020” report , they’ve recently coined a new term called “ X analytics ,” where the “ X ” represents any number of structured and unstructured content variables. exclude agents or build categories to refine a report. exclude custom labels you’ve created on a customer interaction.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

ProProfs Blog

MARCH 25, 2020

Businesses without reliable customer support automation are less consistent while handling customers’ requests but also spend way more time and money solving each of them. It was estimated that by 2020, 85% of customer service interactions will be automated. 5: Collect Employees’ Feedback on Your Automated System Performance.

Customer Service 125

Customer Service Chatbots Customer Support Personalization 125

HireIQ

AUGUST 5, 2020

What impact do the unique circumstances that businesses experienced in 2020 have on the reliability of recent customer data and predictive models? Which other types of feedback or data can provide timely insights into changing customer behaviors to help guide decision-making?

Analytics 52

Analytics Contact Center Call Center Enterprise 52

Comm100

MAY 28, 2020

Here are a few things to look for when studying this metric: • How many chats are agents accepting as opposed to rejecting or passing to other agents? If it’s high, you may need to add staff during peak busy times. It can be measured as follows: Amount of live chats per month x Average Handle Time. Number of chats.

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52

Fonolo

AUGUST 6, 2013

UPDATED JANUARY 2020. Know the peak periods when your customers are contacting you, how long they’re waiting (ASA – Average Speed to Answer) and how long it takes to resolve those calls (AHT – Average Handle Time). Handpicked related content: 4 Metrics Your Call Center Needs to Track in 2020.

Abandon rate 102

Abandon rate Call Center Abandon Call Wait times 102