CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents. would save $500,000.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ConvergeOne

AUGUST 9, 2022

To minimize wait time and time-to-resolve metrics amid such chaos, contact center managers must schedule not only to cover expected call volume and other key performance indicators, but also to maintain targeted skill ratios. Download the full white paper below. Can’t wait? Where workforce engagement technology is headed.

Management 76

Management Contact Center Metrics Wait times 76

Callminer

MAY 27, 2020

Most call centers incorporate sophisticated Interactive Voice Response (IVR) systems alongside standard phones, and monitor and analyze a slew of metrics to progressively improve service quality. Although contact centers tend to lead the pack with powerful software integrations and assistive technology, call centers have not been left behind.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

Fonolo

JANUARY 31, 2018

It is incredibly tough to run a contact center well because it entails both large-scale human management (which requires instinct and soft skills) and a very metrics-driven performance management (requiring a quantitative mindset and the ability to find patterns in the data). For more on this topic, see our eBook Guide to Call Center Metrics.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Fonolo

JANUARY 18, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! Congratulations to the 16 who were selected.

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

Fonolo

DECEMBER 6, 2017

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise.

Benchmark 80

Benchmark Upselling Education Best practices 80

Fonolo

FEBRUARY 15, 2018

Go beyond the standard call center metrics! White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. 1) Rethink Your Channels. 2) Get Rid of Hold-Time. Consistency Across Multi-Channel.

Call Center 75

Call Center Contact Center Big data Coaching 75

Fonolo

MAY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. We hope to see you there! For live updates and insights from the show, follow @fonolo on Twitter. Consistency Across Multi-Channel.

Contact Center 62

Contact Center call center professionals Education Call Center 62

Fonolo

FEBRUARY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Cap off the exercise by giving whichever team has the closest matching drawing a prize. Consistency Across Multi-Channel.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Fonolo

DECEMBER 5, 2017

There is no call center standard for occupancy rates, but many try to keep this metric between 70% and 80% to maintain a healthy balance. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric.

Customer Service 75

Customer Service Management Call Center Morale 75

Fonolo

JULY 5, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Can they take a larger share of tickets away from agents? That question still seems unanswered. Consistency Across Multi-Channel.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Andrew Mcfarland

SEPTEMBER 23, 2022

In addition, webinars, white papers, and video content are essential for establishing credibility. If the meeting is a one-off, it might be a good idea to use a sales dashboard or other tools to prepare metrics for the engagement. An active blog, white paper, or webinar can also help you build credibility.

Sales 48

Sales Advertising Metrics Marketing 48

Fonolo

APRIL 30, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. We hope to see you there! For live updates and insights from the show, follow @fonolo on Twitter. Consistency Across Multi-Channel.

Contact Center 52

Contact Center call center professionals Education Call Center 52

Fonolo

APRIL 11, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

Education Services Group

JULY 30, 2018

THE GOLDILOCKS SWEET SPOT: QUALITY METRICS + INVESTED ANALYSIS. As you do that, new metrics will emerge to track conversions and successes. Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) Download our Success through Segmentation white paper.

Metrics 53

Metrics Analytics Accountability Best practices 53

Fonolo

MARCH 22, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Fonolo

MARCH 27, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Is there still room for the traditional channel partner in a world dominated by cloud deployment, SaaS-pricing (or consumption pricing)?

Call Center 59

Call Center SaaS Contact Center Metrics 59

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Check out our new white paper “ Five Predictions About The Future of Retail Banking ” by retail banking CX expert Jennifer Passini.

Banking 52

Banking Accountability CRM Consulting 52

Monet Software

JANUARY 6, 2020

This enables managers to view workforce metrics over time to guide their scheduling efforts. With a high-performance WFM system, call center managers can track average handle times, shrinkage, and other call center metrics throughout the year. It’s all a matter of call center metrics. Download it today.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Beyond Philosophy

AUGUST 30, 2016

Edwards Deming believed that satisfaction was not an ineffective metric for understanding the impact of satisfaction on customer actions. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

B2C 150

B2C B2B Customer advocacy Consulting 150

VocalCom

JUNE 22, 2020

As agents who don’t have daily visibility into their metrics sit at an increased risk for burnout (Toister study), offering them custom reports and dashboards to self-monitor their KPIs is mission-critical to their well-being – and to the service delivered by the contact center. Want to know more about the evolution of contact centers ?

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Fonolo

JANUARY 3, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. This is a great way to smooth out any hiccups that occurred over the call, and show them you care about how they feel. Plus So Much More!

Contact Center 97

Contact Center Feedback Personalization Metrics 97

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

JULY 19, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Finally, here are two recent posts from Fonolo that are relevant: What’s the Ceiling on Self-Service? Consistency Across Multi-Channel.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72

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

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.

Contact Center 48

Contact Center Metrics Consulting Consulting 48

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” Eureka (or whatever high-pitched scream a groundhog makes)!

Metrics 52

Metrics Construction Finance Upselling 52

Fonolo

APRIL 24, 2018

Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Several trends are poised to make a significant impact on contact centers around the globe. Plus So Much More!

Contact Center 99

Contact Center Call Center Self service Surveys 99

Monet Software

FEBRUARY 13, 2020

But then operations feel out of control or metrics drop. On the other hand, the metrics-focused manager is trying to do right by the business by maximizing schedule adherence. The WFM software will perform detailed analysis to “re-optimize” based on agent skills, targeted metrics, and so on. The oscillation can seem endless.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Fonolo

APRIL 4, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. If anyone can make a good quantitative case in the other direction, I’d love to hear about it in the comments. Plus So Much More!

Customer Service 90

Customer Service Chatbots Government Contact Center 90

JustCall

MAY 12, 2021

Case Studies and White Papers . Case studies, white papers, competitor research, testimonials , and other vital intelligence come in handy when pitching your products to clients. Typically, this involves measuring vital sales KPIs and metrics that affect sales performance. Sales KPIs and Metrics.

Sales 52

Sales call center software Scripts call center solutions 52

Callminer

MARCH 9, 2020

For more information on the importance of analytics in retaining top call center talent, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Make all your call center’s metrics a part of your scheduling process. Track measurable tasks for better insight into staffing needs.

Best practices 182

Best practices Call Center Analytics Metrics 182

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