Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. That translates to about 32% of your agent workforce that could turn over.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

SharpenCX

MAY 26, 2020

Organizations must wake up to the truth of the matter — remarkable customer service is a competitive advantage. Now, 89% of businesses compete on the customer experience they deliver — not just through the initial sale. Your customer service experience also plays a key role in customer retention strategies, too.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Call Abandonment Rate: This metric gives the percentage of callers who decide to leave the virtual queue before an agent is able to assist them.

Quality management 52

Quality management Call Center Management Contact Center 52

Playvox

JANUARY 24, 2022

What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late. At that point the impact of customer frustration will already be hurting your bottom line. Related Article: How Quality Management Can Help Improve Your Customer Experience. What are Customer Experience Metrics?

Contact Center 88

Contact Center Customer Experience Brand ambassadors Average Handle Time 88

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. WFM is a set of processes that helps optimize employee productivity. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

SharpenCX

FEBRUARY 10, 2021

Customer problems keep growing and so do expectations. The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

SharpenCX

FEBRUARY 11, 2020

American Express found that consumers will pay 17% more to purchase from a company with a reputation for great service. And, the cost of losing loyal customers is not worth it. Customers switching companies due to poor service cost U.S. So, what do customers expect? Use these times to build customer engagement.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Noble Systems

SEPTEMBER 20, 2019

Knowing how well your customer support team is performing is essential for continuous improvement. It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. Step 1: Define Customer Support KPIs.

Gamification 51

Gamification Customer Support Abandon rate Average Handle Time 51

Noble Systems

SEPTEMBER 20, 2019

Knowing how well your customer support team is performing is essential for continuous improvement. It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention. Step 1: Define Customer Support KPIs.

Gamification 40

Gamification Call Center Abandon rate Average Handle Time 40

Global Response

JULY 23, 2023

As a result, language barriers decrease or are eliminated altogether, aiding in communication and improving service levels and customer experiences. Our world-class employees receive the best-in-class training and coaching so they can eat, sleep, and breathe your brand. In most cases, probably not.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Enghouse Interactive

OCTOBER 21, 2020

That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) especially if it will increase service levels, reduce time wasted, and guarantees a positive outcome. Get your copy: Forrester Customer Service Mega-Trends Report.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Balto

SEPTEMBER 12, 2023

The Need for Understanding Customer Desires in Customer Experience Management A predictive analytics solution collects huge amounts of data across different customer touchpoints and calculates relevant metrics from your customers’ interactions, such as handling time, agent behavior, queue length, and other relevant call center metrics and KPIs.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

SharpenCX

JANUARY 14, 2020

On top of this, you’re confronted with KPIs and metrics your team has to meet. Through all of it, you’re tasked with managing the most overwhelming metric — customer satisfaction. How do you even begin to make your customers happier when it feels like they’re always bringing you questions and complaints?

Call Center 76

Call Center Customer Service Morale Finance 76

NobelBiz

FEBRUARY 13, 2024

” Chris Robinson, featured in the NobelBiz First Contact podcast, emphasizes the strategic importance of self-service in customer retention: “By implementing comprehensive self-service options, businesses can drastically reduce churn.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

NICE inContact

JULY 10, 2018

Optimization of the workforce is about people, processes and performance, along with the technology that ties together human behaviors with operational metrics. With all the data in one place, managers have a clear focus on goals and key metrics to allow for regular adjustments as inconsistencies in performance come to light.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9