Playvox

JULY 14, 2023

A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction. If you have the right contact center solutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 25, 2024

This results in long wait times and abandoned conversations. To create a 360 performance loop, WFM and QM are best combined with additional modules for other key metrics that provide coaching, learning, motivation, KPI tracking, and employee feedback capabilities.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. Communicate wait times if there’s any sort of delay to speak to a team member, and follow up with customers after the fact. You should take a holistic approach and address all customer touchpoints. Design a Fluid Onboarding Experience.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. Communicate wait times if there’s any sort of delay to speak to a team member, and follow up with customers after the fact. You should take a holistic approach and address all customer touchpoints.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

Playvox

APRIL 19, 2023

Ineffective time management has the potential to cause poor agent performance, reduced productivity, and a decrease in job satisfaction. At an organizational level, longer wait times due to bad time management will result in poor customer experience, and, in turn, a loss of customer loyalty.

Time management 56

Time management Contact Center Management Schedule adherence 56

Babelforce

NOVEMBER 25, 2021

There are plenty of metrics and KPIs you can track to gain useful insight into your contact center operations. Do you really need to keep tabs on both hold time and wait time , or will one of these numbers do? With this in mind, here are the ten call center metrics that many experts agree are absolutely vital.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Tip: As you perform your interview, watch out for good listening skills in your candidate.

Customer Service 43

Customer Service Average Handle Time Benchmark Personalization 43