CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. However, to be a genuinely effective metric, AHT needs to be viewed in context.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. By understanding these factors, organizations can tailor their services and offerings to better meet customer needs.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

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

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CCNG

APRIL 12, 2023

Customer satisfaction, customer experience, automation, longer than acceptable hold times, call abandonment, or possibly all of the above? Not average handling time or other internal metrics. Is the customer able to find the resolution quickly and efficiently?

Contact Center 195

Contact Center Average Handle Time Business Process Outsourcing outsourcing 195

CCNG

MARCH 1, 2023

Avoid a myopic focus on efficiency metrics. Too much focus on average handle time or average speed of answer will often produce unintended consequences that create negative customer experiences and put undue stress on the agent. Deploy technology that allows the agent to focus on the customer.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195