SharpenCX

FEBRUARY 11, 2020

And, the cost of losing loyal customers is not worth it. Customers switching companies due to poor service cost U.S. Customer retention through delivering an excellent customer experience is more important than ever. So, what do customers expect? Use these times to build customer engagement.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

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. Use benchmarking reports to understand your current performance and compare it to industry standards.

Call Center 28

Call Center Call flow industry standards Contact Center 28

Hodusoft

JUNE 7, 2024

It encompasses everything from forecasting, hiring employees, agent training and coaching, workforce scheduling, professional handling of customer contacts, and many more. These KPIs help management in identifying trends, industry standards, and implanting required solutions for improving the overall call center performance.

Best practices 52

Best practices Call Center Omni-channel support Management 52