CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution.

Call Center 52

Call Center Metrics Abandon rate Management 52

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. And it is these experiences that forge lasting connections rather than just merely serve the customer. In addition, live chat continues to gain attention.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Fighting the Cost Center Mindset.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

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. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Call Quality. Service level is a fundamental metric.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Cisco - Contact Center

AUGUST 18, 2020

Each month, you’ll be hearing from me and my Cisco colleagues, on new capabilities to our Webex Portfolio that help organizations improve workplace collaboration, productivity, and customer experience. To learn more about Webex Contact Center, read our ebook. Webex Contact Center Analyzer enhanced search.

Contact Center 118

Contact Center contact center solutions Analytics Entertainment 118

SharpenCX

MARCH 10, 2020

You learn the products, services, and you know how to answer nearly every question a customer throws at you. You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. And after a year of dedication, you’re promoted to manager of your call center.

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

MARCH 5, 2020

Agents have entire customer history handy, so they can be more thorough with their resolution. Ultimately, increasing first call resolution. Integrating your systems lets you share information and gather insights about every stage of your customers’ journey. Get the ebook. Listen carefully.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Defining the scope of a customer journey analytics project involves setting basic parameters around its size, complexity, goals, and function.

Analytics 93

Analytics Government APIs Metrics 93

Mindtouch

AUGUST 21, 2019

And today’s customers don’t simply want easy access to relevant information—they demand it. Because prioritizing customer experience is one thing, but managing to deliver timely content in the various channels that comprise this customer experience is another challenge altogether. Agent adoption metrics.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. The Champion is typically an influential member of the marketing, customer experience or analytics team.

Analytics 43

Analytics Metrics Government Journey mapping 43