Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. This will improve campaign performance overall including agents’ service levels.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Nicereply

MARCH 14, 2023

This highly entertaining book will help you to polish and perfect this crucial skill. Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. Books on business acumen 3.

Management 98

Management Call Center Metrics Entertainment 98

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

Taylor Reach Group

MARCH 8, 2019

So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., We know that when staff calls in sick, our Service Level may suffer.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

C3Centricity

SEPTEMBER 12, 2016

Again not the automatic response upon the completion of a job, but a real desire to provide more than just satisfactory service. The lowest acceptable service level at the highest price possible? Meal service is a three-star affair, not the snacks that most airlines offer today. So what are you offering your customers?

Airlines 91

Airlines Coaching Banking Customer centricity 91

Cisco - Contact Center

AUGUST 18, 2020

This month, I’m highlighting some of the exciting features we’ve introduced with Webex Contact Center , our versatile contact center as a service (CCaaS) for small and large contact centers, trusted by leading financial, healthcare, retail, and entertainment companies around the world. Webex Contact Center Analyzer enhanced search.

Contact Center 126

Contact Center contact center solutions Analytics Entertainment 126

SharpenCX

FEBRUARY 25, 2020

Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. On an individual level : 76% of respondents said workplace stress negatively impacted their personal relationships; 66% have lost sleep due to work-related stress; 16% have quit jobs because stress became too overwhelming.

Call Center 76

Call Center Morale Metrics Abandon rate 76