SharpenCX

MARCH 25, 2021

Ramping up quality management in your call center is crucial to keeping performance high and teams operating in sync, no matter where they’re working. That’s why I’m diving in on how to use speech analytics to improve coaching and engagement in your call center. . What can speech analytics do for my call center?

Coaching 67

Coaching Analytics Call Center Quality management 67

SharpenCX

JUNE 22, 2021

Designing an effective training program in a call center is no easy task. Well-trained call center agents are essential to your customer loyalty. Does your call center training program meet standards? A study by EJBO critiqued call center training programs. Every time. Seems positive, right?

Call Center 67

Call Center Coaching Analytics Employee engagement 67

aircall

JULY 7, 2021

You might think nurturing customer relationships comes down to anticipating needs and understanding behaviors, but one strategy you need to have at your disposal is thorough call center analytics. . Make your call center more agile. Let’s dive into call center analytics to get started.

Call Center 62

Call Center Analytics Self service Sales 62

SharpenCX

MAY 11, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Maybe they’re too worried about missing efficiency metrics, so they rush customers off the phone. Learns metrics about the team and its performance.

Coaching 67

Coaching Call Center Customer Experience Feedback 67

SharpenCX

FEBRUARY 18, 2020

Download Now: Grow your management and coaching techniques with 29 key takeaways from your call center manager playbook. How do you need to grow your call center manager skills to be the best manager for your team? Or, maybe your call center platform keeps dropping their calls. What are your goals?

Call Center 84

Call Center Coaching Management Contact Center 84

SharpenCX

MARCH 30, 2021

Data and analytics power your contact center. Yet still, some leaders are stuck scratching their heads, trying to figure out how to harness all the power of the data sitting in their call center technology. And to get there, you need to unify your call center technology so your data can work for you.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Fonolo

SEPTEMBER 26, 2017

Many call center platforms today offer some form of call-back functionality. That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. You can think of this as “ASAP” call-backs. Smoothing Out Spikes in Call Volume.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs).

Contact Center 26

Contact Center Metrics Benchmark Call Center 26

Babelforce

AUGUST 27, 2020

In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction Easy Contact Center Automation (eBook). But do you know *which* metrics are up to the task? CSat is basically the default customer satisfaction metric. Customer Satisfaction (CSat).

Metrics 52

Metrics Benchmark Contact Center Customer effort 52

ClientSuccess

AUGUST 3, 2022

Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction. This is also a great metric for your support team to monitor. The verdict? Want to learn more?

Metrics 79

Metrics Accountability Call Center Feedback 79

Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs).

Contact Center 26

Contact Center Metrics Benchmark Call Center 26

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs).

Contact Center 20

Contact Center Metrics Benchmark Call Center 20

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. While CSAT is a transactional measure and NPS is a relationship metric, CES can be either.

Metrics 48

Metrics Customer Service Airlines Contact Center 48

Fonolo

JANUARY 31, 2018

If this topic interests you, you might want to check-out our post from 2 weeks ago The Hidden Power Structure of Cloud-Based Call Centers. Who wrote it: Sheila McGee-Smith (one of our Call Center Top Analysts ), sponsored by NICE. For more on this topic, see our eBook Guide to Call Center Metrics.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

MAY 22, 2018

Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution. Which Vendors are Currently Providing Call-Backs? What’s the Benefit of Call-Backs? Smooth out Call Spikes.

Surveys 59

Surveys Abandon rate Call Center Contact Center 59

Noble Systems

JUNE 30, 2020

According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. Call center speech analytics software identifies words and phrases, based on a library defined by the user.

Analytics 98

Analytics Contact Center Call Center Scripts 98

SharpenCX

APRIL 16, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Use customer and agent data to improve call center performance and deliver better customer service. Nobody likes coming in last place.

Customer Service 67

Customer Service Construction Coaching Metrics 67

NICE inContact

SEPTEMBER 25, 2019

We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. Our study also found that customer satisfaction is the most popular measure of success for call centers, so a win in this area is significant.

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. This guide will explore the whats, hows, and whys of workforce optimization. What is Workforce Optimization?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution.

Call Center 52

Call Center Metrics Abandon rate Management 52

SharpenCX

AUGUST 4, 2021

Customize your cards and use a mix of questions to track your objective metrics and the subjective actions of your agent. Your agents will have more specifics and context to work with and you’ll save time and energy. >> Read Next: 4 Steps Towards Building a Call Center Training Program that Works. Data is everything.

Customer Service 128

Customer Service Coaching Contact Center Interactive Voice Response 128

Nicereply

AUGUST 3, 2021

An outsourcer should be tracking metrics such as first reply time, full resolution time, customer satisfaction, customer satisfaction, and average wait time. For more on QA, including example rubrics, check out our ebook on Quality Assurance for customer service. What kind of KPI reporting will you provide?

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Other people affected include the employees on the frontline, for example, call center agents and sales representatives. Defining metrics and key performance indicators. Redesign current processes and services.

Customer Experience 114

Customer Experience Morale Journey mapping Customer centricity 114

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

SharpenCX

JUNE 8, 2021

Measure churn: If you’re not already measuring churn, this is an important metric to track. Metrics make something that can feel vague and ambiguous more concrete. Depending on your customer feedback, you may notice that your call center technology is fragmented and disorganized. Their call metrics keep trending up.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Babelforce

SEPTEMBER 17, 2020

Your free guide to IVR automation (eBook). When a caller reaches an inbound call center , the IVR is the first system that they’re going to interact with. Read ‘ 5 Customer satisfaction metrics for getting inside their heads.’). #2 How do IVRs create problems? What’s the *solution* for IVR solutions?

Interactive Voice Response 52

Interactive Voice Response APIs Self service CRM 52

inmoment

MAY 14, 2020

Sure, a company might have a decent understanding of the experience at the call center, but what about the myriad of other touchpoints? Question #4: Are You Measuring the Right Key Metric(s)? In our experience, an index or combination of metrics is often the best predictor of member behaviors.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Babelforce

NOVEMBER 25, 2021

There are plenty of metrics and KPIs you can track to gain useful insight into your contact center operations. With this in mind, here are the ten call center metrics that many experts agree are absolutely vital. Top Ten Call Center Metrics. #1 5 Call Abandonment Rate.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

DECEMBER 9, 2020

In this post: Why must contact centers measure ASA? How to measure the average speed of answer Long average speed of answer explained How to keep ASA reasonable Discover Conversational AI (eBook). Get your eBook! Learn how to get started with conversational AI for your contact center with your free eBook !

Average Handle Time 52

Average Handle Time Abandon Call Contact Center Interactive Voice Response 52

Nicereply

SEPTEMBER 28, 2021

That list of tools includes everything from the ticketing system that allows teams to access a shared email inbox all the way to an enterprise-level, cloud-based call center. It also lets you easily collect metrics like CES , CSAT , and NPS. Best for: Call Center Software. The amount of alternatives is huge.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Cisco - Contact Center

AUGUST 3, 2020

“Webex Contact Center provided a quick and easy way to handle the call volume coming in, and keep track of trends so we could forecast and plan accordingly. It provided all the right metrics to report to the management team.”. Keep an eye out for more continuous innovation from Cisco Contact Center!

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Babelforce

DECEMBER 2, 2021

Human-centered design, culture building, strategy setting and alignment, metrics, and Voice of the Customer (VoC) are great examples of CX sub-disciplines. However, chasing CX metric scores of different companies is a dangerous game. For starters, it is almost impossible to know how they measure the metric.

Customer Experience 52

Customer Experience Management Journey mapping Morale 52

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52