CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents. would save $500,000.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise. In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

Callminer

MAY 26, 2020

At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term. However, not all metrics make sense for a growing call center to monitor. Peak Hour Traffic.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

NICE inContact

NOVEMBER 9, 2018

Older systems often don’t provide convenient access to KPI metrics. There are several industry standard KPIs that can help you measure and benchmark your contact center performance. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

First call resolution 44

First call resolution Metrics Best practices Customer Service 44