Hodusoft
SEPTEMBER 14, 2023
HoduCC's Predictive Dialer Earns Prestigious Gartner Badges In today’s highly competitive contact center software solutions industry, standing out from others can be very challenging. As this industry continues to evolve, HoduCC will remain at the forefront, setting a benchmark for innovation and customer satisfaction.
Balto
JUNE 13, 2022
Industry benchmarks put the call escalation rate at about 10%. Why Are Manager Requests Metrics Important to Contact Centers? When you see your manager requests rise, especially if they go above that benchmark, it’s a sign something’s not right. Employ Guided Contact Center Software. Get a Demo.
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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.
SharpenCX
AUGUST 21, 2023
Measurable — Goals must be quantifiable and include a trackable benchmark to hit. Add AI to customer service software by [date] to reduce call times X% with next best actions and predictive modeling.” More than call-center-specific objectives, this is one goal that’s directly related to greater company success. The result?
Playvox
JULY 14, 2023
Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? The benchmark for this metric is typically 85-90% occupancy across all multichannel agents.
Hodusoft
JUNE 7, 2024
The way a call center is managed goes a long way in determining its success or failure. In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices.
Balto
MAY 13, 2022
Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. Rather than spot-checking or listening to random calls, the right contact center software can listen and score every call so that managers know how agents are performing. Get a Demo.
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