Callminer

JULY 23, 2019

Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. employees strongly agrees with the statement, “ My company asks for my feedback and acts upon what I say.”.

Best practices 140

Best practices Feedback Call Center Coaching 140

Verint

JULY 6, 2017

Jenni Palocsik, senior director, solutions marketing, will present “Best Practices in Workforce Management” at 2 p.m. destinationCRM.com Roundtable: Engaging Customers with Smart Customer Service. Kelly Koelliker, director, solutions marketing, will present “Engaging Customers with Smart Customer Service” at 2 p.m.

Best practices 36

Best practices Employee engagement Analytics Feedback 36

Serenova

MAY 29, 2020

Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. You’ll improve customer experience metrics like average handle time and first call resolution. When employees feel supported, they perform better, making it easier to maintain business continuity in crisis.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. You’ll improve customer experience metrics like average handle time and first call resolution. When employees feel supported, they perform better, making it easier to maintain business continuity in crisis.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Serenova

AUGUST 25, 2020

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Fonolo

MARCH 4, 2020

While chatbots, social media support — ADP has a client-only support page called ‘The Bridge’ — and traditional voice channels are present in the ADP ecology, again, the success of the customer support structure rests on the back of human interaction. So, that metric?

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Taylor Reach Group

MARCH 8, 2019

and qualitative: First Call Resolution, Customer Satisfaction, Quality scores etc., But there are consistencies and constants which are universal and are present in each center regardless of the specific industry. The first of these “universal truths” is that all things are connected.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

HireIQ

DECEMBER 23, 2019

Prehire assessments that test for skill aptitudes and knowledge are a good start, but if an agent can type quickly and gather information efficiently while still not being engaged on the phone with the caller, the experience will flop every time. Is it their empathy on difficult phone calls?

Contact Center 52

Contact Center Morale Metrics Analytics 52

Fonolo

NOVEMBER 17, 2020

That’s why customer service agents need to be present, active, and alert on these channels. Last week, Fonolo hosted another insightful Google Hangout, discussing the top 3 call center trends for 2016. Keeping employees motivated is a challenge in every industry. Why Gamification Matters. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

FEBRUARY 20, 2020

While chatbots, social media support — ADP has a client-only support page called ‘The Bridge’ — and traditional voice channels are present in the ADP ecology, again, the success of the customer support structure rests on the back of human interaction. So, that metric?

Customer Service 67

Customer Service Metrics Call Center Banking 67

TechSee

JUNE 16, 2021

Like any enterprise technology, the success of Visual Assistance rests heavily on employee engagement. A company’s management team can invest in the best solution on the market and IT can install and configure it to reflect all their business processes, but if employees do not adopt it, it will never be a success.

Best practices 251

Best practices Wireless Enterprise Engineering 251