SharpenCX

NOVEMBER 5, 2019

In fact, research on Fortune 1000 companies found increasing data usability by only 10% led to an average of $2B in revenue growth for the companies each year. And, the same study found reducing time and effort to put context behind user data by 10% made employees more productive company-wide.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

NobelBiz

FEBRUARY 22, 2023

However, if your call center agents are overburdened by high call volumes and poor staffing levels, they will be unable to perform successfully. This results in extended average handling times , lower resolution rates, and more churn. Data analytics may also be used in the employment process.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

NobelBiz

FEBRUARY 7, 2022

Also, keep in mind that customers may use a second device to contact you via chat at the same time while they look for the quickest answer. According to a study, 62% of customers prefer to contact with businesses via email for customer support. 48% prefer to call, 42% like webchat, and 36% prefer “Contact Us” forms.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

SharpenCX

MAY 27, 2020

Not using predictors and figures from market studies, but rather real data from your contact center and agent performance. They’ll be factored in to any larger company cost analysis, and your customer cost per contact , when execs set department budgets. And, how much does it cost your agents to handle each interaction?

Call Center 67

Call Center Average Handle Time Customer Service Interactive Voice Response 67

SharpenCX

OCTOBER 22, 2019

According to research from Jeff Toister , agents without call center wallboards in their work environments are more likely to be at severe risk for burnout. On the flip side, a study out of The Strategic Journal of Business & Change Management linked KPIs to better work. Like First Call Resolution and Average Handle Time.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. But reducing call center stress (for you and your agents) matters. The Problem When Stress Creeps in: Disengagement.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. But this time… you take on a new role without any training.

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

MARCH 5, 2020

It’s commonplace for contact centers to use several different systems that don’t work together. In fact, a recent Gartner study found that agents use an average of 8.6 different tools, have 23 interactions with their peers, and handle 130.5 Then, you can coach your agents to what you find.

Best practices 67

Best practices Contact Center Airlines Benchmark 67