CCNG

APRIL 3, 2024

Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Actively listening to the lived experiences and perspectives of those closest to challenges and customers unlocks invaluable insights. Little wonder only around 30% of the U.S.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Here are my top five picks from last week. There are some shards of light.

Customer Service 166

Customer Service Self service Surveys Contact Center 166

CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

Outsource Consultants

APRIL 18, 2024

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. We encourage you to check it out.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 162

Customer Service Average Handle Time Contact Center Metrics 162

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Seeing is Believing, Or Not? But is this really producing more productivity?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? It is like a relay race, where the baton of customer queries is passed on to the right expert swiftly and efficiently. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. Every contact center uses them.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Passives (7-8): These customers are neutral.

Benchmark 142

Benchmark Contact Center Metrics Airlines 142

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? How do you navigate the sea of data to extract actionable insights and make informed decisions that propel your contact center forward?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Fonolo

MARCH 18, 2021

KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. We’ll explore the relationship between these two KPIs and find out how you can use them to improve your contact center! Service level is a standard way contact centers measure performance and efficiency.

Service level 162

Service level Metrics Call Center Contact Center 162

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Fonolo

AUGUST 12, 2021

High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. Customer Satisfaction (CSAT).

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

SharpenCX

AUGUST 31, 2021

A lot of data is coming in and out of your contact center platform throughout the busy day. This is where a call center dashboard comes in. A call center dashboard provides simple graphics, custom views, and real-time insights into your team’s performance. How do our customers feel? What’s our churn rate?

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What Do Customers Value in CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

SharpenCX

DECEMBER 13, 2021

In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. . report that engaged and satisfied call-center employees are: 8.5x more likely to feel extremely empowered to resolve customer issues. Keeping your Virtual Call Center Employees Productive.

virtual call center 128

virtual call center Call Center Metrics Coaching 128

The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Refocusing team managers to listen to calls with the “ ear of the customer ”. Empowering Associates to Deliver a Differentiated Customer Experience.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

SharpenCX

JUNE 28, 2023

It seems customer service is now the yardstick by which consumers measure brands. In addition to making purchase decisions based on price, quality, and brand experience, consumers also seek out companies with fast, convenient, and helpful customer support. What Call Center Metrics Should You Measure?

Call Center 67

Call Center Metrics call center software Contact Center 67

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Understand Customer Behavior.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. Use metrics and act on them.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. Contact center leaders turned to customer and agent analytics to catapult performance to new heights. That’s right – one of our very own customers is our October brand crush.

Analytics 128

Analytics Coaching Contact Center Metrics 128

The Northridge Group

JULY 10, 2023

your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. You can transform your call center into one that promotes loyalty and turns avid customers into brand promoters.

Call Center 104

Call Center First call resolution Advertising Scripts 104

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124