Expivia

JULY 19, 2023

They not only shape customer experience but also play a key role in driving revenue. However, shaping an effective contact center culture isn’t just about adhering to KPIs and maintaining quality scores. On the other hand, a customer service center might prioritize empathy and excellence.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

Call Center Pros

DECEMBER 17, 2018

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?

Schedule adherence 40

Schedule adherence call center software Call Center Sales 40

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? Many find an adherence rate of 80% to be a good target.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75