CSM Magazine
JULY 13, 2022
Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide. About the Survey. For more information visit www.hammer.com.
TeleDirect
AUGUST 10, 2022
Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. At TeleDirect, we’ve been working in the call center outsourcing industry for two decades. We’re experts—and today, we’ve written you a primer on call center performance metrics.
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Fonolo
FEBRUARY 9, 2023
In one report by Call Center Helper, researchers asked participants to rank the importance of different metrics in their operation. A report by Natterbox, NICE InContact, Jabra, and Serenova that surveyed 250 contact centers found that there are, in fact, a wide range of service levels in use today, ranging from 50/40 to 100/180.
Calltools
AUGUST 19, 2020
Keeping track of your abandonment rate allows you to address peak calling times so you can add more agents during high demand and offer other training that will help reduce the number of abandoned calls. There is no one way to determine customer satisfaction, but surveys delivered right after the call can be effective.
Fonolo
JUNE 9, 2014
A recent report by Natterbox, NICE InContact, Jabra, and Serenova that surveyed 250 contact centers found that there are, in fact, a wide range of service levels in use today, ranging from 50/40 to 100/180. Here’s a great case study on a company that reduced abandonment rate: First Service Credit Union.
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