Top 5 Posts in July

Contact Center Pipeline

Topics include: How to develop a customized approach schedule […]. Featured AI call center contact center customer experience employee engagement Generational Expectations performance management schedule adherence WFM

Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. Employee engagement continues to top the lists of management challenges—and with good reason.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

10 effective tips for training WFH contact center agents


Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Doing so will prepare your new hires to be mindful of these KPIs and adjust their customer interactions accordingly.

How to Cash in on Contact Center Failures

NICE inContact

Improvements which increase customer lifetime value (more revenue) and lower operating costs (more profit). Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence. Plus, there are other potential gains by improving other KPI’s measuring cost, productivity, quality, efficiency, compliance, and customer satisfaction! This is not some get rich quick scheme.

Essentials of Cloud Contact Centers

Noble Systems

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Improve the customer experience with intelligent routing and automated responses. Automating and queueing call backs also elevates the customer experience.

What Is a Virtual Call Center Agent?

NICE inContact

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Technology will allow supervisors to monitor schedule adherence, productivity and quality. Advantages of the Cloud Contact Center Management Customer Experience Omnichannel

Emphasizing Customer-Focused Metrics in Non-Voice Channels


This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc.

18 Call Center Metrics You Need To Be Tracking Today


Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. Customer Satisfaction (CSAT): Customer satisfaction or CSAT seeks to understand how satisfied your customers are with your product and/or service at any point in time. Contact Center Best Practices Customer Service

Customer Reach – April Newsletter

Taylor Reach Group

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do. Customer Service and the Golden Rule . What's in Your Customer Experience Strategy Budget. Customer Service and the Golden Rule.

Quickly Fix Agent Performance on the Cheap

Toister Performance Solutions

Twitter: @bradcleveland Explain the “why” behind schedule adherence, the importance of being “in the right place at the right times.” Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support.

Schedule Change: WFM Helps Optimize Workforce Scheduling, Forecasting and CX During Evolving Phases of Pandemic


At the start of the COVID-19 lockdown, transitioning agents to work from home (WFH) while maintaining merely acceptable customer experiences was the most contact centers could manage. As a result, customer expectations are now rising, and so is agent stress. Scheduling.

Taking a Closer Look at How to Rise to the Challenge of COVID-19


While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. Customer-first Support. Customer-first Support.

Top Call Center Metrics and How to Use Them to Thrive in a Data-Driven World

Monet Software

This specifically applies to contact centers which are in the frontline of customer service and are gathering heaps of information, insights and data every minute, every hour, every day. Earning customer loyalty takes time but can be destroyed in seconds. Customer Experience.

Can a Flexible Workplace Still Get Things Done?

Monet Software

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. The Scheduling Problem.

What is Call Center Performance Management?


How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect? Call Center Best Practices Customer ServiceWhat is Performance Management?

Building Your Best Culture in 2019

CX Accelerator

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Contact Center Metrics, Why Do They Matter?

Taylor Reach Group

From the above, we can deduce that high-level (50,000-foot view) reporting is best suited for high-level, big-picture performance metrics such as what is the Service Level, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) , First Contact Resolution (FCR) or Average Speed of Answer (ASA)across the organization. They do need to know the global perspective on how the customers facing Contact Centers are performing: are volumes rising? Schedule Adherence.

2018: The Year In Review

Monet Software

As we prepare for a new year (for which big plans are already underway), let’s look back at just some of the memorable happenings that have kept our teams busy and our customers happy over the previous 12 months. It’s safe to say that 2018 was an eventful year at Monet Software.

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction. A higher number indicates inefficiency and poor customer service.

The Definitive List of 27 Call Center Metrics and KPIs


By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customersexperience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. CES asks customers to evaluate how much effort they had to put in to get their issue resolved.

What Metrics Matter Most For An Inbound Call Center?

Quality Contact Solutions

Customer Satisfaction and the Inbound Call Center. In my experience, the companies I’ve worked for and worked with have indicated that the MOST important metric to measure and to understand is customer satisfaction. Inbound Call Center Metrics That Drive Customer Satisfaction.