SharpenCX

MAY 26, 2020

Maybe you have a customer service rep — Courtney — whose KPIs took a hit. Her Average Handle Time went through the roof and she got a nasty customer review. They’ll monitor interactions and let you know when call queues get long, or when your service level dips below average.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Hodusoft

APRIL 5, 2023

Sophisticated call center software will streamline your calls and automate most of the mundane tasks, your agents’ efficiency and productivity. In the age of multichannel communication, you can consider investing in high-quality omnichannel contact center software.

Best practices 52

Best practices Call Center Management call center software 52

JustCall

MARCH 7, 2023

Choose the Right Tools The last step in setting up your own contact center is selecting the most suitable tech stack. As discussed earlier, a contact center deploys a variety of technologies that help it work efficiently. Let’s discuss how you can handle the staffing question for your contact center.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

New-age contact center solutions allow you to measure it continually, which is necessary if you want to reach this goal. Different metrics such as call volumes, service level objectives, and average handling time can be used to quantify shrinkage.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

SharpenCX

NOVEMBER 5, 2019

Maybe you found average handle time for half your agents is 20% longer than their peers. They used key findings in their CX to build out a strategy for improved service and loyalty. How Netflix and Hubspot used data strategically to improve service levels. Are your agents escalating too many calls?

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Callminer

AUGUST 6, 2019

If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

NobelBiz

OCTOBER 18, 2021

New-age contact center solutions allow you to measure it continually, which is necessary if you want to reach this goal. Different metrics such as call volumes, service level objectives, and average handling time can be used to quantify shrinkage.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

SharpenCX

FEBRUARY 11, 2020

Agents could use idle time to send out customer surveys with questions regarding recent interactions. Then, have agents review feedback and satisfaction scores during idle time to pinpoint areas of improvement. Gather data to track your service level and see when your call center is most busy. as many customers.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Fenero

AUGUST 31, 2020

When compared to cloud-based call center software, on-premise options have some very large faults such as integration issues, no all-in-one available, bulky use, cumbersome execution—all of which can cause a defect in efficiency rather than promoting it.

Contact Center 10

Contact Center Average Handle Time Cloud contact Contact center software 10

Hodusoft

DECEMBER 6, 2022

The software-based system also provides statistics and analytics to monitor and track contact center performance. 7 ways contact center software improves customer service quality With the modern trends in communication technology, contact center software have become more advanced than ever.

contact center solutions 52

contact center solutions Contact Center Enterprise Contact center software 52

NobelBiz

APRIL 25, 2023

Investing in employee training is a long-term strategy for reducing call center operating expenses. Well-trained agents can handle customer interactions more efficiently, leading to higher first-call resolution rates and reduced average handling times. The AHT is a KPI that contact centers always strive to improve.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

JustCall

MARCH 9, 2023

Call Arrival Rate It is a type of call volume metric that tells a business how many calls are being received by all agents within a set period of time. Peak-Hour Traffic You can leverage your contact center software to measure the peak hours each month or season to determine how many agents you require on duty.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Hodusoft

AUGUST 2, 2023

Modern contact centers can’t operate without a wide range of technology tools. So technology costs are among the major costs in contact centers. The technology costs can include contact center software , customer relationship management (CRM) systems, business phone systems , call routing software, and more.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

SharpenCX

APRIL 8, 2020

Instead, your system grabs their contact info and queues them up for a call back when an agent’s available. Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. Give agents visibility into queue metrics. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

MAY 16, 2022

A “good” call center’s ASR is 40-50%, and if it’s above 60% — the services exceed expectations. Average Handle Time (AHT). This is the time it takes for an agent to complete a phone call or a “session.” The Future of Outbound Contact Centers. This tracks your agents’ efficiency.

Contact Center 67

Contact Center Scripts Call Center call center software 67

SharpenCX

OCTOBER 22, 2019

If you’re not making metrics and real-time data clear and digestible for your team, you’re putting your customer service experience at risk. To help, we’re sharing three example dashboards you can use with agents and team leads to fuel better service levels. Like First Call Resolution and Average Handle Time.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

SharpenCX

FEBRUARY 25, 2020

When you open your call center software and see a page of all your reports, with data points, spreadsheets, graphs and colors, your brain gets overwhelmed. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. Hmm, both are looking kind of low.

Call Center 76

Call Center Morale Metrics Abandon rate 76

NobelBiz

FEBRUARY 27, 2023

This measure is strongly connected to AHT: if AHT falls but FCR rises, it indicates that client calls are not being handled satisfactorily. AHT AHT is an abbreviation for Average Handling Time. It is one of the most typical criteria assessed in contact center support services.

Contact Center 52

Contact Center Self service Metrics Wait times 52

NobelBiz

NOVEMBER 15, 2022

Brad Butler, Contact Center Software Consultant @ NobelBiz What makes a great unified agent desktop? Streamlining operations is the key to success in the modern contact center landscape. Brad Butler, Contact Center Software Consultant @ NobelBiz That is what Unified Agent Desktop is all about.

Call Center 52

Call Center Contact center software Contact Center First call resolution 52

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 learn the products, services, and you know how to answer nearly every question a customer throws at you. And after a year of dedication, you’re promoted to manager of your call center.

Call Center 67

Call Center Management Coaching Metrics 67