What Are the Industry Standards For the Top Call Center KPIs?
SQM Group
JANUARY 19, 2023
This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs).
Blog Call Center Industry industry standards 
What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More
Callminer
FEBRUARY 14, 2017
What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” ” Blog Post Here. The post What is After-Call Work (ACW) or Post-Call Processing?
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The Evolution of Customer Service AI: How SmartAction’s Brand Refresh is Setting New Industry Standards
SmartAction
DECEMBER 12, 2023
” This commitment extends to our wide range of industries served — from automotive to healthcare, and to our diverse use cases like scheduling, emergency services, and account management. With our reinvigorated approach, clients across industries — from retail to financial services — are experiencing the SmartAction difference.
AI-based call center: How do they work?
NobelBiz
APRIL 30, 2024
AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. The customer service you provide will either make or break your brand.
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AI-based call center: How do they work?
NobelBiz
APRIL 30, 2024
AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. The customer service you provide will either make or break your brand.
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The Evolution of Customer Service AI: How SmartAction’s Brand Refresh is Setting New Industry Standards
SmartAction
DECEMBER 12, 2023
” This commitment extends to our wide range of industries served — from automotive to healthcare, and to our diverse use cases like scheduling, emergency services, and account management. With our reinvigorated approach, clients across industries — from retail to financial services — are experiencing the SmartAction difference.
The Manager’s Guide to Call Center Service Levels
Fonolo
FEBRUARY 9, 2023
This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers. And for many call center managers, maintaining these service levels is a top priority.
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A Comprehensive Guide to Virtual Call Center and Contact Centers
Hodusoft
MAY 10, 2024
A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?
Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions
Hodusoft
DECEMBER 21, 2023
Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights.
Call Center Metrics and KPIs: How to Measure Call Center Performance
TeleDirect
AUGUST 10, 2022
Regardless of the industry you’re in, your company’s call center is the beating heart of your whole operation. Given its important role, it stands to reason that measuring your brand’s call center metrics isn’t just a helpful practice—it’s essential. Call Center Metrics: What Are They?
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9 Effective Call Center Strategies to Implement in This Year
Fonolo
FEBRUARY 11, 2021
It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. The good news is, we’ve done the heavy lifting and rounded up the best strategies to implement in your call center. Make data-driven decisions with KPIs.
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Customer Service Call Center
Call Experts
JULY 27, 2023
A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.
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A Guide to Call Abandonment Rate in Call Centers and Its Significance
Hodusoft
NOVEMBER 30, 2023
A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent?
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Metrics to Measure the Performance of Your Virtual Call Center
Hodusoft
APRIL 26, 2023
Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. Drucker said “What’s measured improves.”
Top Call Center Metrics and KPIs to Every Business Should Track
Hodusoft
JUNE 8, 2022
Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. First Call Resolution.
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What Is Call Center Reporting & How Does It Work?
NobelBiz
MARCH 5, 2024
Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.
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The Role of IVR Call Center in Optimizing Customer Interactions
TeleDirect
DECEMBER 14, 2023
Interactive voice response ( IVR ) is considered an essential call center technology. It enhances the customer experience by guiding them through options when they call and, based on their response, directing them to the appropriate agent or relaying the needed information. So, why do call centers use them, and what is an IVR ?
25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency
Callminer
AUGUST 1, 2017
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.
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9 Benefits of Cloud-Based Call Center Solutions
Global Response
JULY 17, 2023
Considering switching to a cloud-based call center solution? Compared to legacy solutions, or on-premise contact centers, cloud-based solutions make much more sense—and offer a lot more flexibility—for today’s market. Here’s how.
7 Best Practices for Managing Call Center Operations
Hodusoft
APRIL 5, 2023
7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. But setting up a call center is relatively easy compared to managing its operations day in and day out. Read on to know more.
15 Crucial Call Center Metrics and KPIs You Need to Know
Expivia
APRIL 29, 2021
The success of your call center depends on the list of key performance indicators (KPIs) you follow. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. Make sure you track and optimize them to ensure you run your call center successfully.
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How to Leverage Call Metrics to Improve Call Center Performance
aircall
MARCH 12, 2021
Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?
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Behind the Curtain: Tricks Some Call Center Outsourcers Play
Expivia
OCTOBER 9, 2020
Unfortunately, there are some things that you should look out for when you are searching for a new call center outsourcer. The vast majority of call center outsourcers hold themselves to high industry standards. Most call centers will build any fee for this into their permanent charges.
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Building Your Own Professional Development into your Call Center Strategy: The Top Five Call Center Manager Skills to Help your Team (and You) Thrive
SharpenCX
FEBRUARY 18, 2020
Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? Or, maybe your call center platform keeps dropping their calls. What are your goals?
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Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help
NICE inContact
OCTOBER 8, 2019
Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. Using our analogy, benchmarks are used to determine whether your call center is on course.
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Eight Tips to Ensure Call Center PCI Compliance
Etech GS
JULY 16, 2019
However, when it comes to regulatory compliance in the contact center industry, taking risks should never be considered as an option. Adhering to the Payment Card Industry Data Security Standard (PCI DSS) is one of the most important ways to operate your business with integrity. Ensure your web hosting is PCI compliant.
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Choosing the Right Contact Center for Your Business: Key Factors to Consider
Call Experts
OCTOBER 5, 2023
However, not all contact centers are created equal. While some call centers respond to customer service inquiries exclusively, others are also equipped to schedule appointments and more–it all depends on your requirements. Why are Call Centers Important?
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4 Measurements of CX Success in the Outsourced Contact Center
Callminer
JULY 22, 2018
While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. Target service level should be based on what the call center can reasonably achieve given staffing levels and the expected call volume.”.
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Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center
Fonolo
NOVEMBER 7, 2018
As we wind down the year, one exploding with news of mergers, acquisitions, emerging technologies, dying technologies, and the like, sometimes it’s good to go back to basics when the volume on industry news and trends has been turned up to dizzying, deafening degrees. Call-Backs. Call-backs are a powerful thing. Gamification.
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Choosing the Right Contact Center for Your Business: Key Factors to Consider
Call Experts
APRIL 8, 2024
However, not all contact centers are created equal. While some call centers respond to customer service inquiries exclusively, others are also equipped to schedule appointments and more–it all depends on your requirements. Why are Call Centers Important?
A Look Back at Call Centers Before the Cloud
Revation Systems
SEPTEMBER 11, 2018
As technology’s impact continues to expand, enhancing the customer experience is becoming top-of-mind for organizations across nearly every industry. This technology appears in call centers across the globe, and it continues to reshape and enhance customer experience.
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Enterprise Contact Center Solutions: A Game Changer
NobelBiz
APRIL 2, 2024
The NobelBiz OMNI+ omnichannel contact center software was designed to accommodate any contact center setup, regardless of the number of seats or complexity of operations. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.
Contact Centers Focusing Less on 80/20 Service Level
Fonolo
APRIL 17, 2018
In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers. Seeing the Bigger Picture.
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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)
CrazyCall
AUGUST 8, 2019
In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Missed phone calls.
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Call Center Call Recording Best Practices
Talkdesk
DECEMBER 4, 2015
Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. What is call recording?
Why an 80/20 Service Level is Wrong for Your Call Center
Fonolo
JUNE 9, 2014
In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers.
Managing Call Queues for Customer Service Call Centers
Tenfold - Contact Center Blog
OCTOBER 4, 2017
Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. Call queuing is a concept used in inbound call centers.
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Hyper Efficiency: The Next Frontier in Contact Center Operations Management
NobelBiz
APRIL 18, 2023
Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition. What is hyper efficiency in a contact center?
Average Handle Time: A Comprehensive Guide
Hodusoft
JULY 3, 2023
Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What’s the “standard” AHT for a call center?
Vonage Acquires NewVoiceMedia – What Does It Mean?
Fonolo
SEPTEMBER 27, 2018
Big news in the call center world broke last week: NewVoiceMedia (NVM) was acquired by Vonage for $350M. Well, the obvious take-away is that cloud-based call centers continue to be a hot space and a great way to build value for investors. This industry is moving fast. Call Center 101: The Golden Rules of SLAs.
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3 Call Center Software Features that Optimize the Customer Experience
Talkdesk
JULY 1, 2015
Selecting the right call center software for your company can mean the difference between disgruntled customers who churn and satisfied customers who go on to become your brand’s biggest proponents. If you are nodding your head in agreement, allow this blog post to help you out. Call Tracking. Business Tools Integrations.
Mega News Week in CPaaS and Messaging: Twilio, SendGrid, SignalWire
Fonolo
OCTOBER 24, 2018
Twilio launched an ambitious expansion “up the food chain” with a call center platform in March (which went live this week), invested heavily in IoT (Should that be part of CPaaS?) Another cloud call center built, at least partially, on Twilio was NewVoiceMedia, recently acquired by Vonage. Zang by Avaya.
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What Are Call Tracking Metrics?
aircall
MARCH 3, 2021
Call centers handle complaints, help you identify pain points, and standardize the customer experience and you need the right call tracking metrics to understand performance. With call metrics, you have a standard way to evaluate your call center’s performance. What Are Call Tracking Metrics?
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How to Successfully Implement Customer Self-Service Strategies
Fonolo
OCTOBER 23, 2018
Customer Self Service, or CSS, is any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer service or call center agent. Most call center agents will tell you that the same questions and pain points arise time and time again from different customers.
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