CCNG

JULY 27, 2022

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.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

BlueOcean

FEBRUARY 14, 2024

Work with your outsourcer to identify and measure CSS-specific metrics (this isn’t an average handle time kind of situation) and give their team a transparent view of your data to be able to measure their own performance effectively. These touchpoints come together to significantly impact revenue. It’s possible.

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

Playvox

JANUARY 24, 2022

What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late. If you take the journey from providing good enough customer service to delivering great experiences, and measure your progress with actionable customer experience metrics, you’ll be able to stay ahead of the competition.

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

24-7 InTouch

FEBRUARY 25, 2020

The more collaboration with brand partners, the better. Incorporating client-specific training materials and activities into our training program is how we develop true brand ambassadors with our agents. For many retail brands, this includes product displays and store fronts. Average Talk Time.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Contact Center

Enghouse Interactive

SEPTEMBER 30, 2021

More importantly, you need to pick the right metrics to reward success to encourage the right behaviours. For example, if you simply base winning on the number of completed calls or emails, or Average Handling Time (AHT), agents could be tempted to cherry-pick easier/faster queries above more complex ones.

Customer Service 53

Customer Service Brand ambassadors Average Handle Time Morale 53

Eptica

SEPTEMBER 18, 2019

More importantly, you need to pick the right metrics to reward success in order to encourage the right behaviors. For example, if you simply base winning on the number of completed calls or emails, or Average Handling Time (AHT), agents could be tempted to cherry-pick easier/faster queries above more complex ones.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center