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.
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.
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Nicereply
MARCH 14, 2023
This highly entertaining book will help you to polish and perfect this crucial skill. It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format.
SharpenCX
FEBRUARY 25, 2020
Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. How are you supposed to make sense of the relationship between these metrics? Distilling your metrics down and simplifying how you display them to your agents and execs is more effective (and less stressful). bites nails*.
BlueOcean
FEBRUARY 25, 2019
You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.) Let’s chat today.
SharpenCX
APRIL 29, 2020
Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. And, look to your year-over-year metrics for added guidance, too. Look to your historical data and reports to find metrics to input into the calculator fields. Coaching builds confidence in your agents.
Fonolo
JANUARY 29, 2019
So, there is a limit to self-service, which will always lead the customer back to the loving arms of the call center. 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?
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