Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Uniphore

JUNE 17, 2021

Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. How to Train and Onboard Agents in 2021.

Call Center 72

Call Center First call resolution Self service Coaching 72

The Northridge Group

NOVEMBER 9, 2022

Download Northridge’s 2021-2022 State of the Customer Service Experience Report for additional CX insights. Implementing a training program to help supervisors develop their coaching skills can be one way to address this head-on. First Call Resolution increased 40 basis points, which equated to $500,000 in cost savings.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

aircall

JUNE 14, 2021

Call center metrics and KPIs or provide an objective way for you to set team goals and measure team performance to ensure a good customer experience. In fact, according to our 2021 E-Commerce report, 59% of customers will stop doing business with a brand after just one bad experience. Number of calls answered. Conversion rate.

Call Center 62

Call Center Metrics First call resolution Wait times 62

CSM Magazine

OCTOBER 6, 2021

Congratulations to our 2021 Analytics Competition and ONE Award Winners for pushing the boundaries.”. Using Calabrio WFM, leaders discovered ways to assist agents such as: specialised equipment, modified schedules, updating procedures, resolving IT connectivity issues and/or coaching when needed. ANALYTICS COMPETITION WINNERS.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

SharpenCX

JUNE 12, 2023

Agents can voice concerns and share ideas, while managers can provide coaching tips and feedback. Continuously track a handful of customer service metrics like average hold time and first call resolution to identify patterns and trouble spots. Sharpen is the all-in-one platform for the modern call center team.

Coaching 67

Coaching Morale Contact center software Call Center 67