CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

The Northridge Group

NOVEMBER 9, 2022

A comprehensive QM program will look at all aspects of the contact center, from behaviors such as compliance, empathy, and use of hold time to the workflow and technology supporting associates. Companies are offering more and more channels for customer service, including phone, email, chat, and self-service options.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

aircall

NOVEMBER 3, 2016

Therefore, the relevant technology has evolved accordingly. Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. To truly exemplify speed and efficiency, your support team’s objective should be first call resolution. A phone channel is necessary in of itself.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

aircall

NOVEMBER 3, 2016

Therefore, the relevant technology has evolved accordingly. Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. To truly exemplify speed and efficiency, your support team’s objective should be first call resolution. A phone channel is necessary in of itself.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Contact Center

Tethr

OCTOBER 2, 2020

Do our customer relations bridge the gap between our customer’s pain point, their expectations and the actual service experience they have with us? Are our customer interactions creating happy customers, loyal brand ambassadors? 66% of 18-34-year-olds admit their customer service expectations have risen in the last year.

Customer effort 109

Customer effort Customer Care Coaching Surveys 109

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center