COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition.

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Fonolo

MARCH 19, 2020

The poorest-prepared — and so hardest hit — was been Expedia, followed closely by almost every other airline, Amex, Chase Bank, and Virgin Media. Travel-search tool Omio has seen booking reduce 30-40% in the last two weeks and a big spike in demand for customer service as worried customers look to cancel trips. “We

Contact Center 91

Contact Center Airlines Call Center Banking 91

SharpenCX

OCTOBER 4, 2022

Enterprises in the airline, healthcare, and banking industries have all benefited from using Avaya’s solutions. You have loads of valuable contact center data, and your platform should support you by making it easy to take action on that data. Create custom metrics to gain more visibility into your call center.

Telecommunications 67

Telecommunications Airlines Enterprise Contact Center 67

Fonolo

JANUARY 29, 2019

respondents as the most frustrating aspect of the customer service experience. still prefer phone or voice as their primary customer service channel. The global cloud-based contact center market is expected to grow from (what was) USD 6.80 This keeps your employees happy and your call center on point! Thomas Laird.

Call Center 85

Call Center Airlines Contact Center Self service 85

SharpenCX

APRIL 8, 2020

Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. 13 tips to manage your contact center queues for greater efficiency and better customer outcomes. Give agents visibility into queue metrics. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

JANUARY 14, 2020

On top of this, you’re confronted with KPIs and metrics your team has to meet. And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements. Through all of it, you’re tasked with managing the most overwhelming metric — customer satisfaction.

Call Center 76

Call Center Customer Service Morale Finance 76

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62