Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

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Contact Center Call Center Average Handle Time Real estate 334

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar? You’re not alone!

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Contact Center Enterprise Self service contact center solutions 121

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

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outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? Check our guide on what KPIs to follow if you want to have excellent customer service.

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Contact Center Interactive Voice Response Management Gamification 52

Fonolo

APRIL 17, 2018

Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. Contact centers are realizing more and more that adhering too closely to this one metric may not yield optimal results. See Why 80/20 is Probably the Wrong Service Level for your Call Center.).

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Service level Contact Center Abandon rate Call Center 106

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

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Contact Center Interactive Voice Response Surveys Self service 52

Talkdesk

JUNE 21, 2019

One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

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Contact Center Average Handle Time First call resolution Contact center software 50

Vonage

MAY 23, 2017

As customer habits and expectations continue to evolve, contact centers must keep raising the bar on service quality. It’s also important to know if your contact center is meeting the industry standards – and where it falls short. Our upcoming webinar, “How Does your Contact Center Stack Up?”

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Contact Center Benchmark First call resolution industry standards 48

TeleDirect

AUGUST 10, 2022

In the case of a call center, metrics are a crucial way for businesses to ensure that their contact center is functioning at its top level and providing the best service possible. What Are Call Center KPIs? For instance, call center KPIs usually include targets like average wait time or first call resolution rate.

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Call Center Metrics First call resolution industry standards 62

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. This includes calls, emails, live chat, and social media.

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Call Center Contact Center Abandon rate Average Handle Time 59

Talkdesk

MARCH 12, 2021

In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. it’s one of the best CCaaS solutions on the block.

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Call flow Abandon rate Contact Center industry standards 91

Spearline

FEBRUARY 24, 2022

In addition to the traditional voice call, customers now have a range of ways to engage with contact centers. The future of customer interactions The best contact centers offer a range of communication methods to suit personal preferences and the purpose of the interaction.

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Interactive Voice Response industry standards Contact Center Chatbots 98

Spearline

DECEMBER 23, 2021

The PDD test detects delays that cannot be identified by using the industry-standard PDD calculation. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers. New to Spearline?

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Telecommunications Call flow industry standards APIs 98

Call Experts

JULY 27, 2023

That’s where a customer service call center comes in. In this blog post, we will explore the many benefits of a customer service call center and how it can help businesses deliver exceptional customer experiences. The industry standard is between 5-10% depending on season and time of day.

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Hodusoft

APRIL 26, 2023

By providing the right virtual call center software , we have helped many companies running virtual call centers measure the right metrics. In this blog post, we discuss the metrics you must use to measure your call center’s performance. If the FCR is higher in your virtual call center, you should keep it up.

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Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center. Image by Free-Photos from Pixabay. Click here to read the original.

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Contact Center Metrics Surveys Coaching 106

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. Follow a Policy of Least Privilege.

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Call Center industry standards Contact Center Personalization 68

NICE inContact

OCTOBER 8, 2019

For example, call centers that provide customer support for software companies may have an average first call resolution rate of say 60%. If your call center also provides customer support for a software company, and if you want to be better than the industry standard, then you need to have a first call resolution rate that exceeds 60%.

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Benchmark Call Center First call resolution industry standards 54

Hodusoft

JULY 3, 2023

When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. The term is known as ‘Average Handle Time’ and in this blog post, we will discuss it in detail. What’s the “standard” AHT for a call center? What is Average Handle Time (AHT)?

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Average Handle Time Abandon rate Call Center Interactive Voice Response 52

SharpenCX

FEBRUARY 18, 2020

But, as a contact center manager, the stakes of your own role are high. Keep up with industry standards and customer expectations to know what qualifies as excellent service in today’s world. Only 41% of contact center agents feel there’s an opportunity to grow at work. What does their performance look like?

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Call Center Coaching Management Contact Center 84

Spearline

OCTOBER 5, 2021

The test calls are recorded, and the audio quality is measured using the industry-standard Perceptual Evaluation of Speech Quality (ITU P.862 Tom Hinds, Vice President, Global Contact Center Management, Mastercard Armed with those insights, Mastercard is able to make real-time adjustments to their network.

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Interactive Voice Response Telecommunications Call Logging Call flow 97

Fonolo

JULY 5, 2023

We often think of word of mouth in the literal sense but these days it’s far more: customer reviews, social media, and micro-blogs are all word of mouth too. The same goes for the content that people see about your brand on blogs and social media. We have much more detailed information about surveying later in this blog.

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Surveys Brand ambassadors Sales Advertising 104

Call Journey

OCTOBER 20, 2018

It was originally published on Genesys blog. Contact centers have been recording conversations for decades as part of either regulatory obligations or future reference for service-related clarification. When analyzed, contact center conversations constitute the ultimate source of knowledge about the customers.

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Scripts Customer emotions industry standards Engineering 45

Spearline

SEPTEMBER 9, 2022

PESQ is an industry-standard audio quality measuring scale that rates actual audio according to the following parameters: Sharpness Volume Background noise Variable latency or lag Clipping Interference IVR transcription Our IVR transcription feature automatically transcribes all audio as it travels along each possible journey on an IVR system.

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Interactive Voice Response Call flow industry standards Wait times 52

Hodusoft

APRIL 5, 2023

No matter how much one invests in buying the highest quality of equipment and hiring the most qualified people, a call center would not succeed in its purpose and goals if the management is inefficient. That’s why it’s extremely important to manage call center operations as efficiently as possible. Read on to know more.

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Best practices Call Center Management call center software 52

Expivia

APRIL 29, 2021

The industry standard for service level is 80/30, where 80% of the calls are answered in 30 seconds or less. While the average speed of answer is a crucial call center KPI to keep track of, we can’t forget the longest delay either. If you keep the 80/30 industry standard, this shouldn’t be much more either.

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Call Center Metrics Average Handle Time Interactive Voice Response 98

Spearline

SEPTEMBER 28, 2022

We work globally across business sectors, supporting contact centers, conferencing services, and more to successfully connect with their customers and employees. We use PESQ (Perceptual Evaluation of Speech Quality) scores to evaluate the quality of the audio we capture.

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Interactive Voice Response Abandon rate Call flow industry standards 52

Hodusoft

AUGUST 2, 2023

Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? Cost per call is one of the most important metrics for contact centers. Factors that affect the cost per call How to calculate the cost per call in a contact center?

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Contact Center Metrics Contact center software Interactive Voice Response 52

3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

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Contact Center Cloud contact CRM Self service 59

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. For every complaint a contact center receives, there are around 26 clients who are dissatisfied with the service but prefer not to express their displeasure. In this blog, we will be looking at one particular CX metric, the CSAT (customer satisfaction).

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Contact Center Contact center software Surveys Feedback 52

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center.

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Contact Center Coaching Average Handle Time Scripts 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. That’s the power of multi-tenant contact center software for BPOs! What is Multi-tenant Contact Center Software? Let’s understand multi-tenant contact center software with an example.

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Contact center software Contact Center Customer Service Agent burnout 52

Tenfold - Contact Center Blog

JULY 12, 2018

A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. Here are eight strategies to help in your journey to contact center management success. Just winging it in the contact center arena almost always leads to failure.

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Contact Center Management Coaching Call Center 66

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.

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Contact Center Contact center software Benchmark First call resolution 49

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. 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.

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Service level Call Center Abandon rate Metrics 142

AWS Machine Learning

NOVEMBER 22, 2023

AIM342 (LVL 300) | Advancing responsible AI: Assessing and mitigating risk Wednesday November 29 | 4:30 PM – 5:30 PM (PST) Risk assessment is an essential part of developing AI solutions responsibly, especially with emerging industry standards and laws regarding AI risk, such as ISO 42001 and the EU AI Act. Reserve your seat now!

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