VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

DMG Consulting

SEPTEMBER 29, 2017

Executives and managers need real-time and historical key performance indicators (KPIs) and metrics to have full and timely visibility into the performance of their contact centers and employees. Supervisors and agents need metrics so they know how they are performing their jobs and what they need to improve. DMG Surveys.

Contact Center 48

Contact Center Metrics Consulting Consulting 48

Callminer

MAY 26, 2020

At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term. However, not all metrics make sense for a growing call center to monitor. Peak Hour Traffic.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Fonolo

NOVEMBER 29, 2017

FCR is Undeniably the Most Important Metric. First Call Resolution (FCR) is one of the most commonly watched call center metrics. While these metrics are very important, they only indirectly help a company understand how the contact center contributes to financial success.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Surveys 64

Surveys Feedback Scripts Customer Service 64

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. Across every industry and country, change is now the only constant. At the same time competition is increasing continuously.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. William Taylor. velvetjobs.

Call Center 182

Call Center Management Scripts Coaching 182

Tethr

JUNE 16, 2020

TEI is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and utterances. The Tethr Effort Index (TEI) is a powerful and substantial tool. Are you ready to dive into all facets of TEI?

Coaching 69

Coaching Customer effort Surveys Metrics 69

Cincom

OCTOBER 14, 2020

Data has been the essential raw material used to identify market segments, market size, audience, buyer preferences, message content, contact qualification and all the other metrics and values required to market a product.

Marketing 52

Marketing Analytics Call Logging Enterprise 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Why Customer Satisfaction Surveys are Not Customer-Centric article. Customer Survey Actions & Feedback to Customers BKM: Boeing, Motorola, Symantec. Performance Metrics. Customer Centricity. Customer Experience is Decided by You article.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

delighted

AUGUST 23, 2019

Is this about a white paper that they read? This is where customer experience surveying comes in. Customer experience surveys are designed to provide you both quantitative (numerical metrics) and qualitative (written feedback) data that offer much more context together than analytics alone. Your NPS, CES, etc.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Expand Digital Capabilities.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Fonolo

MAY 24, 2018

Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. Conduct customer surveys (find the root cause of long hold times). Implement First Contact Resolution (FCR) metrics (during interactions).

Call Center 87

Call Center Benchmark Metrics Analytics 87

Comm100

APRIL 8, 2016

Metric assessment protocol. Be a customer service agent for a day, or read through customer emails and surveys. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. This pertains to all aspects of your business, especially customer service. Effective agent training and boosting productivity.

Customer Service 42

Customer Service Advertising Call Center Scripts 42

ConvergeOne

SEPTEMBER 6, 2022

Gamification can be as simple as highlighting an existing metric and providing a “leaderboard” ranking individual achievement of that metric. More complex gamification efforts use a point system to drive behavior on a range of related behaviors and metrics. Download the full white paper below. Can’t wait?

Gamification 80

Gamification Interactive Voice Response Management Surveys 80

Uniphore

DECEMBER 17, 2021

That’s where conversational AI is making a tremendous impact on helping payer contact centers address the challenges they face to drive improvements in member satisfaction, customer experience index scores, operational efficiency, and other strategic metrics. Source: “3rd Annual Optum Survey on AI in Health Care,” Optum, October 2020.

Healthcare 52

Healthcare Contact Center Self service Wait times 52

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. White Papers. Interview your most loyal customers, and encourage anyone who reaches out to customer service to take surveys.

Customer retention 60

Customer retention Scripts Education Marketing 60

Fonolo

FEBRUARY 7, 2013

Why is average wait time an important metric? There are a great many statistics and metrics that come with contact center life, and it can certainly get confusing if you are not used to the terms. It’s one of the most important metrics in the modern contact center, and with good reason.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Transparent BPO

JANUARY 14, 2020

Ten years ago, Average Handle Time and Cost per Call, both contact center-focused metrics, were the top KPIs. A newer metric, Agent Satisfaction , is also making its way into the arena. A newer metric, Agent Satisfaction , is also making its way into the arena. Omnichannel will become the norm.

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Older systems often don’t provide convenient access to KPI metrics. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

CustomerSuccessBox

JUNE 27, 2022

What metrics do you employ to gauge success? Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Follow the metrics. Please explain your immediate and broader objectives. Review, tweak, and repeat.

Customer Experience 52

Customer Experience Metrics Sales Marketing 52

Fonolo

FEBRUARY 19, 2019

Call Center Metrics. We’ve been tracking it by regularly looking at different statistics and surveys from industry reports. CX Trends You Need to Watch in 2018 [White Paper]. Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. Is Chat Eating into Phone-Based Customer Service? OnHoldWith.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

JivoChat

JUNE 1, 2021

Touchpoints can be any interaction that a customer has with your business , such as a survey, a consultation call, or an online purchase. Feedback surveys. Sending out a survey to your customers allows you to understand their needs on a more personal level. Customer surveys. Direct mail. Television commercials.

CRM 52

CRM Advertising Chatbots Surveys 52

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Comm100

NOVEMBER 15, 2017

First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not. Increasingly, first contact resolution is being recognized as the most important metric for measuring customer contentment. What Is First Contact Resolution?

First call resolution 44

First call resolution Metrics Best practices Customer Service 44

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. An article by Contact Center Pipeline analyzes a survey showing few leaders have strategies for preparing people and workflows. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider connect management with agent metrics to optimize workflow and agent efficiency?

CRM 41

CRM Multichannel Marketing Accountability 41

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Vinay Amin. EuNaturalHealth.

Contact Center 345

Contact Center Call Center Gamification Wait times 345