20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Post-call work time.

Building a Resilient Contact Center

Contact Center Pipeline

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always up.

Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

The Future of the Contact Center

Contact Center Pipeline

We embarked on a fun little survey this spring to gather input on the future of the contact center. Technology AI analytics artificial intelligence automation bots call center contact center industry research mobile apps robotic process automation RPA WFM workforce management

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night

Callminer

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. Call Center Best Practices Contact Center Efficiency

4 Characteristics of Best-in-Class Contact Centers

Contact Center Pipeline

While no secret formula makes for an outstanding experience, ICMI has uncovered four characteristics that the ICMI Global Contact Center Awards winners […]. Customer Service call center call center awards contact center customer service world-class service

Revisiting Contact Center Schedule Adherence

Contact Center Pipeline

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT).

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testingEarly in my management career, I followed the Golden Rule: Treat others as I would want to be treated.

Making AI Work in the Contact Center

Contact Center Pipeline

Technology agent performance AI call center chatbots contact center customer experience digital transformation predictive behavioral routing self-service

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

5 Ways Tomorrow's Contact Center Will Deliver Value

Call Center Weekly

Contact centers played a vital role in bringing your organization to this paradise, but will they still relevant? This article explores the contribution of contact centers towards the end of an organization's customer experience journey.

Moral Leadership in the Contact Center

Contact Center Pipeline

Leadership call center contact center culture leadership role modeling values workplace ethics

Morale 136

Three Ways Contact Center Staffing and Training Has Evolved

Contact Center Pipeline

Agent Development adult learning blended learning call center contact center continuous development microlearning performance-based curriculum training programs

Contact Center Nation

Contact Center Pipeline

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. calls within the first six weeks of the deployment! center.

A Call Center Glossary: The A-Zs of Call Centers

Fonolo

Often, we use terminology and abbreviations that we become accustomed to in our everyday lives, especially within the call center space. ACD (Automatic Call Distribution): This is a specialized phone system that handles incoming/inbound calls. The Benefit of Call-Backs.

Contact Center Pipeline Magazine: Inside Our August 2019 Issue

Contact Center Pipeline

I sure hope Contact Center Pipeline is on it!! Inside The Issue call center contact centerIt’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List.

NEW Ways to Supercharge Contact Center FCR and AHT Performance

Call Center Coach

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.

Now What? The Impact of Chaos on Contact Center Operations

Contact Center Pipeline

In these days, the question is asked frequently and not always as it relates to the contact center. Strategic planning call center change management contact center leadership process improvement scalability workforce management

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Call Center vs. Contact Center: What’s the Difference?

Bright Pattern

People tend to use the terms “call center” and “contact center” interchangeably, which causes confusion in our modern world of customer communications and—understandably—adds complexity to the call center vs. contact center debate.

Contact Center Cost Models Help Quantify ROI

Contact Center Pipeline

Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.

Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise.

Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention

Contact Center Pipeline

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Agent Engagement agent engagement call center rewards contact center culture employee feedback performance management

How to Improve Customer Experience in an Era of Choice

What if you could provide your contact center with tools that would enable and. of their customer-facing departments such as call centers, customer success. people including traffic experts, call centers, and individuals who deal with traffic on a.

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. So, everything from what people say, why they’re calling in, and also what they mean.

Contact Center Supervisor Training – Contact Center Fitness Boot Camp

Call Center Coach

Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Contact Center Fitness Goes Beyond Metrics”.

Best Call Center Performance Games

Avoxi

Looking for call center gamification ideas? Keeping your call center agents productive means keeping them satisfied and appreciated, and games with rewards are a great way do so.

Contact Center Customer Experience Best Practices

Callminer

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. What customer experience best practices to you leverage in your contact center?

Webinar: Contact Center Self-Service and AI

Taylor Reach Group

Webinar Contact Center AI and Self Service Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. By Colin Taylor.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software.

How to Motivate Call Center Agents

Avoxi

Looking for the best ways to motivate call center agents? As a call center manager, it’s your job to make sure that your agents stay productive and motivated. Contact Center Other Call Center call center agent morale call center motivation contact center

Contact Center Vendors: A Memo About Your Demo

Contact Center Pipeline

Technology call centers contact centers RFP technology technology procurement vendor demo vendor selectionMemo to the Vendor Community: We work with many clients that are interested in acquiring new technology.

Four Key Contact Center Technologies for 2019

Contact Center Pipeline

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions.

How to improve you call center customer experience strategy for 2019?

TechSee

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise.

Chatbots in the Contact Center, Part 2: Internal Use and Adoption

Contact Center Pipeline

Technology AI artificial intelligence call center chatbots contact center Intelligent Virtual AssistantConsumers are increasingly turning to virtual assistants to save time and effort in their personal lives.

Tear Apart and Put Together Your New Contact Center

Call Center Coach

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with.

Contact Centers Stream Past Virtual Agents to Virtual Presence

Call Center Coach

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled!

Are contact centers making the right chatbot decisions?

Call Center Coach

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? at Call Center Week in Las Vegas. appeared first on Call Center Coach.