article thumbnail

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148
article thumbnail

Putting Humanity in Contact Centers

Customer Relationship Metrics

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA).

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Building Your Best Culture in 2019

CX Accelerator

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? They feel the pressure of meeting metrics but don’t know how and when to strike a balance. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

article thumbnail

The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Taylor Reach Group

First, we need to understand that what got us here (quantitative metrics, locked forecasts, echo chamber quality assurance and the illusion of Risk/Reward), will not take to where we want to go. This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality.

article thumbnail

Workforce Optimization: What It is and Why You Need It

Playvox

Here’s how QM software allows contact center leaders to automate work for your quality team, creating more efficient and less costly processes: Create powerful scorecards in minutes, calibrate evaluations against expert opinions, evaluate interactions, and automate the coaching process.

article thumbnail

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

The ‘fly in the ointment’ is increasingly becoming the underlying ‘contractual metrics’. The most common metrics included in CCO agreements are all quantitative: Service Level, AHT, abandon rate etc. None of these metrics speak to the quality of the interaction. Clients want qualitative metrics and KPI’s.

article thumbnail

How to Set Up a Successful Telemarketing Lead Generation Pilot Program

Quality Contact Solutions

How to Identify your Telemarketing Lead Generation Goals: The first step in setting up a successful telemarketing lead generation pilot program is to know which metrics to measure and the goals you’re trying to reach. However, launching a successful telemarketing lead generation campaign takes time and planning. Mid-course corrections.