Fonolo

NOVEMBER 9, 2021

Contact centers have faced some serious ups and downs in the past few years. Find out how we scored in our latest resource, Contact Center Trends 2022. As for the upcoming year, take a sneak peek at our predictions below: READ THE FULL GUIDE: Contact Center Trends 2022. Trend #2: Remote contact centers.

Contact Center 87

Contact Center call center software Call Center Metrics 87

TechSee

DECEMBER 9, 2020

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

Contact Center 109

Contact Center Technical Support Metrics CRM 109

Injixo

FEBRUARY 6, 2020

Occupancy is a key metric for contact centers that neither want to burn money nor burn out their agents. It's also crucial for getting long-term hiring and staffing plans right and for improving efficiency and customer satisfaction. Learn more.

Contact Center 52

Contact Center Management Metrics 52

Fonolo

MAY 25, 2021

So, when it comes to tackling these never-ending inbound calls on the voice channel, what’s a call center manager to do? The Contact Center Guide to Managing Spikes in Call Volume. What is Call Deflection in a Contact Center? A simple definition of call deflection? It can: Free up your call center agents.

Contact Center 104

Contact Center Self service Interactive Voice Response Call Center 104

Monet Software

OCTOBER 3, 2019

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction. Contact Quality. This can be an incredibly frustrating experience and will negatively impact contact quality and churn. .

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

Playvox

NOVEMBER 29, 2022

Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. 6 Tips For Writing Your Contact Avoidance Policy.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

SharpenCX

JANUARY 21, 2020

A couple of years ago, Tommy Reese, Deloitte’s Contact Center Strategy Manager said , “If you treat the client like gold, then they’ll continue to buy from you and other sales will follow.”. How can you identify the successes of your contact center? And definitely avoid them leaving angrily.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

Fonolo

APRIL 17, 2018

In the wide world of call center metrics, “service level” has always held a special place. Its origins go back over 5 decades, to the earliest days of call centers. Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”. Definitions.

Service level 106

Service level Contact Center Abandon rate Call Center 106

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team.

Contact Center 133

Contact Center Management virtual call center Call Center 133

Contact Center Pipeline

DECEMBER 20, 2022

This definition runs on a loop for many Contact Center agents these days when listening to feedback by those who think they are coaching. “Spare me” is an idiom defined as, “Don’t bother continuing to tell me that; I don’t believe or care about whatever you’re saying.”

Coaching 147

Coaching Contact Center Feedback Metrics 147

Call Center Weekly

NOVEMBER 26, 2018

This is especially true in large contact centers and back office organizations given their high human density, spontaneous growth requirements, increasing competition and turbulent levels of employee attrition. Seriously…go. Starting with the obvious, there are playoff appearances, championships, and win/loss ratios. Let’s stop there.

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

Callminer

APRIL 23, 2019

Ensure that you are operating under the correct understanding of PCI compliance for your contact center. Most call centers create agent call center KPIs to assure that standard of behavior are met. .” – Joseph DeRose, Experts Tips on How to Select a PCI-Compliant Service Provider , I.S. Partners; Twitter: @ispartnersllc.

Best practices 159

Best practices Call Center Banking Contact Center 159

JustCall

OCTOBER 6, 2022

Customers expect quality, speed, and efficiency when they contact their customer support team or contact center. Track the metrics that matter. Integrate AI and other technologies into the call center experience. -Re-train Track the metrics that matter. What are the right metrics?

Call Center 52

Call Center Chatbots Metrics Customer Support 52

HGS

MARCH 18, 2015

Escape the Contact Center Paradox: Narrow your Focus. BPO contact centers that are most effective at reducing the noise of distracting facts and figures, to ensure emphasis on the BPO mission and relevant priorities, tend to be the most successful. Effective contact centers are very clear on what is most important.

Contact Center 100

Contact Center Government Calibration Business Process Outsourcing 100

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Call center reporting is more than just showing your stats. Important call center KPIs. Customer feedback.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Global Response

JULY 28, 2023

And with so many types of loyalty programs to choose from—points-based, tiers-based, paid, free—there’s definitely a format that will meet your customer expectations and business needs. The key is keeping the customer—and their needs and preferences—at the center of decisions you make about the customer experience.

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center Transportation Technology Management 52

NobelBiz

FEBRUARY 22, 2023

Contact centers and almost no industry has been spared, as working habits, job schedules, communication patterns and technologies have all been altered drastically. As a result, the tools, technology, and procedures that contact centers will need to adapt to hybrid work patterns that must be carefully evaluated.

Contact Center 52

Contact Center Transportation Technology Management 52

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. The definition is a bit fluid at the moment. I would add that proactive experiences also save organizations money by preempting a contact at the contact center.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Callminer

APRIL 26, 2017

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required.

First call resolution 196

First call resolution Best practices CRM Contact Center 196

Expivia

MAY 4, 2021

While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? But, we’ll try to show you how you can use AI to your advantage at your contact center.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

MAY 2, 2021

While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? But, we’ll try to show you how you can use AI to your advantage at your contact center.

Contact Center 52

Contact Center Interactive Voice Response Self service Call Center 52

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. If you know what your performance metrics are, you know how well you’re doing. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. Average Handle Time.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. It’s often regarded as restrictive, costly, and an afterthought.

Quality management 83

Quality management Customer centricity Management Contact Center 83

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. Looking for the right contact center partner to outsource your customer success?

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

pindrop

JULY 6, 2021

Contact center authentication defends your business, but many leaders are struggling with choosing the best type of authentication solution for them. You definitely have to review your related processes if: There is a lack of personalization in the customer experience especially when calling from a verified number.

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

NobelBiz

MARCH 14, 2023

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. And pay extra attention to it.

Contact Center 52

Contact Center Scripts Call Center Government 52

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Fonolo

JANUARY 10, 2023

For some, there’s nothing to see but opportunity, and they want to discover everything they can about AI technology for their contact center. . On the contrary, it’s an excellent tool to enhance the customer experience and give your contact center a boost. A Guide to Improving Call Center Operations.

Call Center 91

Call Center Interactive Voice Response Average Handle Time First call resolution 91

CX Global Media

OCTOBER 15, 2018

If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. But when considering these two metrics specifically, some things that impact these metrics can be out of your control.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

Monet Software

JULY 30, 2019

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. Performance Analytics.

Analytics 48

Analytics Call Center Metrics Average Handle Time 48

Taylor Reach Group

MARCH 8, 2018

Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time. By: Peg Ayers & Turaj Seyrafiaan. After Call Work).

Contact Center 77

Contact Center Coaching Service level Consulting 77

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

outsourcing 48

outsourcing Contact Center Cloud contact Contact center software 48

BlueOcean

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics. You have a short list of participants.

Contact Center 74

Contact Center outsourcing Metrics Personalization 74

Playvox

JULY 6, 2022

There’s a lot riding on your contact center schedule. But how well your agents follow their schedules is an important metric to manage in your contact center — one called schedule adherence. What Is The Schedule Adherence Definition In A Contact Center? Does it meet your agents’ needs?

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72