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 WFMWhat will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day?

Punctuality Is the Soul of Business

Contact Center Pipeline

Schedule Adherence agent experience call center contact center customer experience schedule adherence tardiness utilizationI found this idiom online at The Free Dictionary. The expression was coined by Canadian politician Thomas Chandler Haliburton, and its definition is pretty straightforward: “You should be on time for all your business appointments.”


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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.

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.

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

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. Save valuable time, money and effort by investing in agile tools that prepare contact center agents to meet the increasing expectations of your customers. With this information, your agents will be more prepared to interact with customers in a manner that is consistent with your business strategy.


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.

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

How to Provide A Superior Customer Serving During the Holidays?

Call Center Pros

Because of this surge in sales, companies always stay on their heels to deliver the best experience to all their customers despite the huge rush. If you’re in customer support, it’s probably the busiest time of the year for you, because customers are going shopping like crazy. It might be fun for your customers, but how can you make sure your customers received the best customer experience even during this crazy season?

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. But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers. metrics Customer Experience Customer Satisfaction

The Importance of Workforce Management for Contact Center Leaders


Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement.


International Contact Centre Operations Tips & Best Practices


Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability.

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. Director of Customer Experience, FCR. Blog: Customer Service Life. Social Media and Customer Experience Manager, NumberBarn. Blog: Customer Service Life.

Remote Workforce Management – From Survive to Thrive in 3 Easy Steps

CSM Magazine

However, those organisations reluctant to let go of their on-premise infrastructures have struggled to cope with a massive influx of calls, channel shift, heightened customer expectations and disruptions to team availability. Are they scheduled against a constantly-changing forecast?

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.

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. Service Level: Service level refers to the percentage of calls being answered within a given time frame and measures the overall performance of how accessible your service is for customers. Earning customer loyalty takes time but can be destroyed in seconds. Customer Experience.

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.

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.

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Voice of The Customer.

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. Usually, the real issue boils down to scheduling. On the other hand, the metrics-focused manager is trying to do right by the business by maximizing schedule adherence. Agent-Driven Scheduling.

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? Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue? Ensuring a quality customer experience in the face of this can be a huge challenge for managers and agents themselves.

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. Flexible remote work policies can be implemented quickly, while maintaining continuity for both agents and customers during this global health crisis. Customer-first Support. Customer-first 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. Customers were patient and understanding, and we all adjusted to the extraordinary changes in our personal and business lives together. As a result, customer expectations are now rising, and so is agent stress. When Managing Schedules Becomes Unmanageable. Scheduling.

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. February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling.

Cooling Call Center Agent Stress Through a COVID-19 Summer


Add increasingly difficult, high-anxiety customer interactions with people dealing with the same daily uncertainty as agents, and you have a potentially red-hot summer of emotional tumult. That’s all bad news for call center agent productivity and customer experience. Flexibility can help reduce agent stress and increase productivity, but it can make scheduling tricky. Scheduling. Optimization engine produces schedules within minutes.

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. So, the question is, what is the best way to measure and track customer satisfaction? There are many factors that contribute to customer satisfaction (CSAT). A way to track and measure customer satisfaction is through a Net Promotor Score.