CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Customer Experience Metrics. Customer experience (CX) has become a priority for the vast majority of organisations – or has it? Quality versus Quantity.

Metrics 55

Metrics Customer Service Management Contact Center 55

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 40

Callminer

FEBRUARY 21, 2018

He has held senior positions as editor and columnist of a bilingual edition of TIME magazine, authored a dozen books and served as a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. Despite what you might assume, most contact centre QA tools are not multichannel…”.

call center software 210

call center software Call Center Contact Center Analytics 210

Netomi

NOVEMBER 8, 2021

Modern help desk platforms have rich data and reporting so you can track response time, average handle time, first response rate and other key customer service KPIs. . Help desk platforms eliminate teams sharing a single inbox which can lead to delays, duplicate agent work and reduced productivity. Key features.

Chatbots 52

Chatbots Enterprise Self service CRM 52