Remove Abandon rate Remove Contact Center Remove Metrics Remove outsourcing
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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

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How to Enhance CX Metrics Strategically

Outsource Consultants

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. We encourage you to check it out.

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Things to consider before choosing call center outsourcing solutions

Vcaretec

It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! If you're not careful, outsourcing could cause you more problems than it's worth. Together, they can support the success of your outsourced project. Be Clear Clarity is crucial.

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8 Tips for Selecting an Effective Contact Center Strategy

Fonolo

If you’re reading this, chances are you’ve decided up your contact center game. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. We’ve got eight essential tips so you can start improving your contact center today.

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The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Taylor Reach Group

The old Contact Center Outsourcing (CCO) model is broken. Clearly, this is not a recipe for customer success and is a contributing factor to why it is so difficult to deliver superior service in an outsourced environment. Quality and the Customer Experience are the only Metrics that Matter. By: Colin Taylor.

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5 Valuable Metrics Contact Centers Can Provide Companies

Outsource Consultants

5 Valuable Metrics Contact Centers Can Provide Companies. For companies that outsource their contact center services, their contact center partners can provide a wealth of valuable data. Contact center partners can follow this established system and report it to their clients to ensure ROI.

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The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The ‘fly in the ointment’ is increasingly becoming the underlying ‘contractual metrics’. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc.