EPIC Connections

JUNE 26, 2019

Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. Over time, processes and technologies can end up being boot-strapped together for various reasons.

Call Center 28

Call Center Call flow industry standards Contact Center 28

eGain

MARCH 3, 2015

Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). Net Promoter Score?

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69

Balto

NOVEMBER 28, 2023

That’s where a QA scorecard becomes useful — it serves as a tool for both agents and managers to evaluate customer interactions and touch on the pitfalls that lead to missed opportunities and frustrated customers. Call flow: how well the agent is directing the call flow and whether they’re sticking to the script.

Quality management 52

Quality management Call Center Management Contact Center 52