Quiq
OCTOBER 16, 2020
Below, take a closer look at how contact centers can measure customer service performance and boost their efficiency. What Metrics Should You Be Monitoring? Contact centers today have the ability to gather endless data about customers and conversations. How to Improve Contact Center Metrics. See a Demo Today.
Playvox
JULY 31, 2023
Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. This timely reaction to metrics is crucial in a fast-paced contact center environment.
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Playvox
MAY 25, 2023
The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. This all harms customer retention, resolution times, and customer satisfaction ratings.
Balto
NOVEMBER 2, 2023
These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agent burnout.
Balto
DECEMBER 14, 2022
There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. But before thinking about solutions, it’s important to measure your current productivity metrics to be able to track progress down the line.
Playvox
APRIL 27, 2023
Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Remember to keep it focused on key metrics.
Global Response
AUGUST 7, 2023
Celebrate and recognize all-star employees with recognition and rewards that make sense, and reward both quantitative metrics and results as well as more soft skills and interactions. Ultimately, one of the best ways to reinforce call center cultures is to reward the behaviors you want to see.
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