CSM Magazine

JUNE 22, 2023

We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

NobelBiz

FEBRUARY 14, 2022

Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. And that’s where your coaching ability as a manager comes in. And this is where your managerial and coaching skills come in.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. Industry standards say that you want to answer 80% of your calls within 20 seconds. And whenever possible, avoid keeping the customer on hold ! 2) Inbound Call Center Service Levels.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. In addition, consistency in following contact center processes is key to optimizing FCR.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

8x8

FEBRUARY 6, 2019

Speech Analytics is part of 8x8 X Series that provides managers with instant access to the information they need to better align resources with activity, deliver fact-based coaching and intelligently automate call routing. Quality management. Performance management tool built around collaboration and coaching.

Analytics 48

Analytics CRM APIs Contact Center 48