Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience? Tracking, understanding and analyzing your call center data.

Call Center 71

Call Center Customer Experience Abandon rate Average Handle Time 71

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

Playvox

FEBRUARY 2, 2022

With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customer effort score.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

NICE inContact

JANUARY 30, 2018

Make sure that everyone—Agents, Supervisors, Managers and Administrators—all have user-friendly, consolidated tools and interfaces that enable them to deal with the added complexity. Consolidated, best of breed interfaces. With more channels comes more complexity – for everyone. Integrated Workforce Optimization.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

NobelBiz

AUGUST 3, 2021

After all, performance and productivity are no longer measured only quantitatively (number of calls, increased conversion rates, etc.), but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. These systems may also identify and analyze customer emotions during a call.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

NICE inContact

JANUARY 8, 2019

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. Let’s investigate. . Let’s leave that for another post….

Call Center 48

Call Center Average Handle Time Self service Interactive Voice Response 48