Balto

OCTOBER 20, 2022

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. That’s why it’s so important to have a call center QA program in place.

Best practices 52

Best practices Call Center Gamification Coaching 52

Fonolo

APRIL 24, 2018

About: This is a two-for-one deal from cloud call center vendor Five9. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Our favorite chart: Customer Experience Transformation Benchmark Study. Who wrote it: Five9.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 24, 2018

About: This is a two-for-one deal from cloud call center vendor Five9. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Our favorite chart: Customer Experience Transformation Benchmark Study. Who wrote it: Five9.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Fonolo

NOVEMBER 17, 2020

And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations ‘ success around the world. Here are the ten most prominent trends that can help call center professionals stay ahead of the curve. Call Center Analytics.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Pointillist

NOVEMBER 11, 2019

—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

JUNE 17, 2015

Use speech analytics to identify training needs. What is call center training? On top of that, each new employee should have a benchmark assessment during a one-on-one session (we’d suggest on live calls) to highlight areas where they need to improve from the start. Support extra online training.

Call Center 96

Call Center Gamification Coaching Contact Center 96