SharpenCX

DECEMBER 10, 2019

These customer-first orgs take steps forward each day to improve their outcomes, tying everything they do back to the CX they deliver. As you run headfirst into 2020, we’re walking through an action plan to define your call center performance goals and the experience you want to deliver. This goal is my high-level outcome.

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Contact Center Best Practices for 2020. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. Contact Center Best Practices for 2020. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Hodusoft

FEBRUARY 29, 2024

Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. Striking a balance between quick issue resolution and maintaining service quality can be challenging. Continuous training is essential due to the ever-evolving nature of technology.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

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. This is what relevant service level metrics look like in today’s customer care center.

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

Vonage

JUNE 15, 2018

When things get complex or emotional, click-to-call technology makes it easier than ever for people to reach out to a business via phone. For this reason, BIA/Kelsey, a leading strategic advisory firm, predicts mobile calls to businesses will exceed 169 billion per year by 2020. . Reduce the number of customers who switch.

Analytics 48

Analytics First call resolution Contact Center Scripts 48