Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Calibrate regularly.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Calibrate regularly.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

COPC

SEPTEMBER 30, 2022

helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts.

Calibration 63

Calibration Best practices Quality management Benchmark 63

customer sure

MAY 30, 2023

The team’s approach to customer feedback and improving customer experience are often cited by us as a beacon of best practice, but they’re actually going one step further. They are actively investing in their customer feedback programme in a strategic move to drive growth in the emerging Underfloor Heating market.

Feedback 62

Feedback Calibration Benchmark Engineering 62

Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. The industry benchmark for the first call resolution measurement is between 70% to 75%.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. Why is benchmarking important? A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

AUGUST 1, 2017

Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. Isolating the most important behaviors at the agent and team level reinforcing them consistently thorough training, recognition, calibration, and call coaching.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334