Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. It’s not enough to stick to managing quality at the operational level.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

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

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.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

3CLogic

NOVEMBER 10, 2021

Agent retention has long been a challenge for contact centers. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. So why is high employee turnover so common among contact centers? Metric standards that don’t make sense.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Fonolo

FEBRUARY 21, 2019

For most call centers, service level is a very important KPI. It measures two parameters: 1) the availability of call center agents to assist customers; and 2) the speed with which agents resolve customer queries and concerns. How to Efficiently Manage Service Levels with the Right Technology.

Service level 70

Service level Technology Management Contact Center 70

Callminer

JULY 22, 2018

It is one of the strongest expansion levels of any outsourcing market sub-segment. challenges can include how to effectively manage and support customer service agents staffed all over the world. This metric is too important to be chosen without proper consideration,” the article notes. 2) Agent Turnover.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

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.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Service level.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Monet Software

JANUARY 16, 2020

Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems. Enabling outbound agents to fill in on inbound lines when call volumes spike, for example, has offered valuable options for enhancing call center metrics, like service levels and abandonment rates.

Contact Center 77

Contact Center Abandon rate Outbound sales Average Handle Time 77

Global Response

OCTOBER 28, 2022

Drives Service Levels with Proper Forecast The ability to use historical data, trends and other variables such as special events, allows WFM to create volume and staffing forecasts that align with business needs. Maximize contact center potential to meet contract-driven service level agreements.

Contact Center 62

Contact Center Management Average Handle Time Service level 62

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? First Contact Resolution (FCR). Service Level.

Metrics 76

Metrics Contact Center Abandon rate Coaching 76

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. Listen Now]: An Interview with Ric Kosiba: Using your Contact Center Data to Make Better Business Decisions. That’s a lot, but a clear call center dashboard can help.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Call Design

JULY 6, 2021

It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

TLC Associates

NOVEMBER 13, 2019

When you are in the evaluation stage, choosing the right contact center hinges upon each vendor’s response to typical exploratory questions within the RFP. Even when you’ve made your choice, you still want assurances you’ve wisely chosen an outsourced contact center partner. What should you expect from this document?

Service level 40

Service level Contact Center outsourcing Metrics 40

Fonolo

OCTOBER 18, 2018

This story demonstrates that call centers help companies improve overall service levels. To achieve and maintain a good holistic service level, however, it is imperative for call centers to improve and maintain their internal service levels, too. Strike an Optimum Occupancy Rate.

Service level 91

Service level Call Center Interactive Voice Response Metrics 91

JustCall

MARCH 9, 2023

This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

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. How to Measure Quality. Contact Quality. Service Level. Use Metrics to Increase Your Efficiency.

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

Fonolo

AUGUST 4, 2022

Sounds like a call center manager’s dream, right? You can come pretty close to this scenario—all you have to do is learn how to monitor your call center performance! Which Elements of the Call Center Should You Monitor? Agent performance measures how your contact center agents fare in their day-to-day work.

Call Center 81

Call Center Abandon rate Contact Center Average Handle Time 81

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Talkdesk

FEBRUARY 4, 2021

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. First call resolution. Abandonment rate.

Metrics 87

Metrics Abandon rate Technology Customer Experience 87

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound Vs. Outbound Contact Centers. Establish Meaningful KPIs.

Contact Center 67

Contact Center Scripts Call Center call center software 67

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. How Can I Best Monitor Remote Employees?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Calltools

JUNE 12, 2024

Optimizing agent performance and customer satisfaction is a must for your call center, and tracking performance metrics can help you do this. Average Speed of Answer (ASA) is the average time it takes your contact center agents to answer incoming calls. What Is Average Speed of Answer?

Call Center 52

Call Center Interactive Voice Response Abandon rate Wait times 52

SharpenCX

MAY 26, 2020

It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. Starting with the Source of Quality CX — Your Contact Center Agents.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. A several Expert Sessions are dedicated to the topic of on-boarding contact center agents.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

JustCall

MARCH 7, 2023

Introduction Contact centers are one of the most underrated departments of a business. It is important to equip your call centers with the right toolset and insight for them to function well. Nearly half of customer service agents already find it hard to manage tough conversations. What Is Contact Center Analytics?

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Transparent BPO

NOVEMBER 18, 2019

Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today. Yet, many centers place little time or value in cultivating leaders and often limit formal agent training to the initial two-week period — just enough to get them onto the floor.

Contact Center 69

Contact Center Metrics Best practices Consulting 69

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. What Is Time Management?

Time management 56

Time management Contact Center Management Schedule adherence 56

Contact Center Geek

MARCH 7, 2018

As contact center leaders, we are always in search of the best way to effectively manage our operations, which can simply translate to how well are we managing costs. It is also our job to communicate how our teams impact the rest of the business and the bottom line. This article originally appeared on ICMI.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

SharpenCX

FEBRUARY 10, 2021

As customers grow restless to get the customer journey they expect, how can you help solve their growing list of grievances? It’s time to turn to the brain of the operation: your customer service data. Download Now] Use the data that lives in your contact center to improve your customer experience.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Balto

NOVEMBER 8, 2022

There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. There are plenty of metrics and KPIs you can track to gain useful insight into your contact center operations.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52