Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. When it comes to KPIs for your call center, one thing is for sure: less is more. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Outsource Consultants

MARCH 9, 2018

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. 2) Inbound Call Center Service Levels.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Meet Our Panel of Call Center Experts: Nenad Cuk.

call center software 210

call center software Call Center Contact Center Analytics 210

COPC

SEPTEMBER 30, 2022

Management at all levels can receive actionable real-time data and immediately uncover the root causes of performance issues. As a leader in the contact center industry, COPC Inc. helps companies deploy the best practices found in the COPC CX Standard through consulting, research, certification and training. About COPC Inc.

Calibration 64

Calibration Best practices Quality management Benchmark 64

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. By Donna Fluss.

Best practices 48

Best practices Call Center Calibration Gamification 48

Contact Center Pipeline

FEBRUARY 12, 2020

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors.

Contact Center 200

Contact Center Consulting Consulting Management 200

TMP Direct

MARCH 17, 2015

Traits of the best call centers – Part 1. The International Customer Management Institute (ICMI) is one of the call center industry’s most respected organizations. Great call centers know that people are the key to success.”. They have a supporting culture.”.

Call Center 40

Call Center Telecommunications Benchmark Metrics 40

Contact Center Pipeline

FEBRUARY 3, 2021

Access Centers have been a special focus of our consulting work; they are, after all, […]. We have had the privilege of working with some of the best systems in the country as they address the new and emerging demands of the 21st century patient experience.

Healthcare 147

Healthcare Consulting Consulting Quality management 147

DMG Consulting

JANUARY 10, 2022

This is the case for many contact centers, where agents have been under-appreciated, under-recognized and under-rewarded for decades. The employee-employer relationship in contact centers is finally being re-evaluated and redefined, and not a moment too soon. Figure 1: Workforce Optimization/Workforce Engagement Management Suite.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

DMG Consulting

NOVEMBER 13, 2018

Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. They must make investments in these technologies to position their contact centers, as well as many other departments in their company, for success during the next 5 – 10 years.

Analytics 76

Analytics Contact Center Quality management Construction 76

DMG Consulting

SEPTEMBER 29, 2022

Additionally, companies use traditional quality management (QM) solutions to determine if agents properly handle customer inquiries. We’ll see what the future brings for contact center systems and applications, but we know that it must be very different from what exists today for companies to deliver the CX their customers demand.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

NobelBiz

FEBRUARY 14, 2022

What are the right call center agent performance metrics to monitor? As a manager, one of your most significant responsibilities is to analyze and understand your team’s performance. There will be more calls per agent and more income for your organization. A lower AHT can be a sign that more resources are being used.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Avaya

AUGUST 24, 2016

Common recently became a beta user of Avaya Workforce Optimization Select , an easy-to-implement, easy-to-use, security-oriented solution that gives contact center managers and representatives access to scalable and flexible tools. Workforce Optimization Select has upped the ante when it comes to workforce optimization tools.

Quality management 47

Quality management Coaching Contact Center Call Center 47

8x8

MAY 23, 2018

A time-honored call center practice is providing agents with pre-written scripts. Encouraging dialogue with supervisors or other internal experts through internal chat, to consult FAQ’s, and to utilize an internal knowledgebase, will help empower agents to go off script and simply do what it takes to solve the customer’s issue.

Customer Service 48

Customer Service Scripts Coaching Contact Center 48

Taylor Reach Group

JULY 13, 2017

There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Regardless the cause once an organization has determined it is time to create a call center the next steps can be both daunting and critical. Quality Management. By: Colin Taylor.

Contact Center 61

Contact Center Call Center outsourcing CRM 61

DMG Consulting

NOVEMBER 13, 2017

At the core application level, recording solutions are transitioning from hardware-based recorders to software-based solutions, to expand system capacity and eliminate the need to pay for and manage a large number of servers. Workforce management (WFM) solutions are being enhanced to better support back offices and branches.

Enterprise 48

Enterprise Contact Center Consulting Consulting 48

DMG Consulting

DECEMBER 10, 2018

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

DMG Consulting

SEPTEMBER 16, 2017

Thank you for your interest in DMG Consulting’s publications. There are many checks and balances in contact centers to ensure that renegade agents do not negatively impact customers or a company’s brand. It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured.

Sales 48

Sales Customer Service Contact Center CRM 48

Sikorski's Think Abouts

APRIL 5, 2015

Warmest regards, Laura Sikorski – Independent Call Center Consultant. What should I have said to make the sale? This week’s question for your employees – Why do you like being coached? Thank you for reading and sharing! lsikorski@laurasikorski.com. WebTV Show Video Archives [link].

Coaching 45

Coaching Calibration Contact Center Call Center 45

DMG Consulting

JUNE 29, 2017

There are many checks and balances in contact centers to ensure renegade agents do not negatively impact customers or a company’s brand. It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured. Learn more at www.dmgconsult.com.

Sales 48

Sales Customer Service Contact Center Consulting 48

DMG Consulting

MARCH 1, 2019

(It’s important to note that even if Genesys’s estimated contact center WFO revenue were excluded from the analysis, the sector would have grown by an impressive 17.7 The WFO market has been in transition for the past several years; the primary applications in the sector, recording and quality management/quality assurance, are mature.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

Sikorski's Think Abouts

APRIL 19, 2015

Warmest regards, Laura Sikorski – Independent Call Center Consultant. This week’s question for your Supervisors – Do we have sufficient staff reviewing employee performance? If not, what is your plan to prove why you need more? Thank you for reading and sharing! lsikorski@laurasikorski.com.

Calibration 40

Calibration Call Center Consulting Consulting 40

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

JANUARY 2, 2018

ANALYTICS-ENABLED QUALITY ASSURANCE. Analytics-enabled quality assurance solutions hold great promise for enterprises, agents, and customers. AQA solutions automate contact center quality assurance/quality management (QA/QM), a process that has not changed substantially in the past 30 years.

Analytics 54

Analytics Enterprise Contact Center Engineering 54

DMG Consulting

APRIL 5, 2017

Thank you for your interest in DMG Consulting’s publications. Source: DMG Consulting LLC, February 2017. Such information could come from the automatic call distributor, CRM, quality management, speech analytics, or performance management solution. Please complete the registration form below.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Playvox

FEBRUARY 29, 2024

Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?” Many are pronouncing that there is no greater revolution in customer care than what’s happening right now.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

NobelBiz

AUGUST 3, 2021

These systems may also identify and analyze customer emotions during a call. On the other hand, if supervisors or quality managers are spending hours identifying calls to coach, a decent speech analytics solution will save you time and enhance performance.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

SharpenCX

JANUARY 29, 2020

The RACI model helps stakeholders keep track of who is responsible, accountable, consulted, and informed throughout the life of the project. How does your contact center platform help supervisors monitor and manage agent performance? Does your platform include quality management functionality?

call center software 90

call center software Call Center Customer Experience Contact Center 90

Brad Cleveland Blog

JULY 19, 2017

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction.

Contact Center 26

Contact Center Consulting Consulting Service level 26

Taylor Reach Group

SEPTEMBER 29, 2020

There are many features that could satisfy these requirements, but I’ve narrowed them down to six platforms that are essential to the success and effectiveness of your contact center: Communication Platform. Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM).

Contact Center 85

Contact Center CRM Quality management Analytics 85

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Brad Cleveland Blog

JULY 19, 2017

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction.

Contact Center 20

Contact Center Consulting Consulting Service level 20

Brad Cleveland Blog

JULY 19, 2017

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction.

Contact Center 20

Contact Center Consulting Consulting Service level 20

Talkdesk

FEBRUARY 5, 2021

Influencers have been able to use products or try clothes on in real time, giving customers chances to ask questions, sign up for one-on-one virtual consultations or even buy as they watch. Influencers and consultants are leveraging video to show how products can work better together, encouraging customers to buy them both.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. You should interview your consultants to answer this question and analyze their situation. Consider the Net Promoter Score.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

The goal of this article is to provide contact centers owners and managers with all of the necessary information to properly utilize remork work and to empower contact center agents. You should interview your consultants to answer this question and analyze their situation. Consider the Net Promoter Score.

Contact Center 52

Contact Center Gamification contact center solutions Coaching 52

NobelBiz

MARCH 23, 2022

This is why, among other things, it is intended to guide the choices of call centers in terms of investments. Few, however, are those who, in the context of a contact center, have a clear understanding of how to monetize the omnichannel business model. Jason Cutter, CEO of Cutter Consulting Group.

contact center solutions 52

contact center solutions Contact Center voip call center software 52