Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Identifying top talent starts with the right key performance indicators (KPIs). Do the KPIs you use now to measure employee performance accurately reflect each agent’s real value? Your goals should guide your KPIs.

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Noble Systems

MARCH 19, 2021

From sales and marketing to customer support to technology resources, SMBs must be nimble and responsive. And they definitely don’t have the big pocketbooks – so their solutions must be cost-effective and generate added value. Call Center Software for SMB. Cloud Contact Center for SMBs. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

SharpenCX

JUNE 10, 2021

Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. But you do have influence over making your contact center a great place to work and motivating your team. In fact, being a contact center agent is incredibly rewarding.

Morale 67

Morale Call Center Contact Center Coaching 67

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Plus, you need a high-performing, empowered contact center. It can be hard to manage.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Mindtouch

AUGUST 21, 2019

Knowledge management KPIs. Traditionally, knowledge management is defined as the process of effectively creating, capturing, distributing and sharing an enterprises’ information assets. Knowledge management is the process of effectively creating, capturing, distributing and sharing an enterprises’ information assets.

Management 88

Management Self service Chief Customer Officer Chatbots 88

CrazyCall

AUGUST 8, 2019

Outbound and inbound customer services should be constantly measured to be improved. Fortunately, there is an enormous amount of Key Performance Indicators (KPIs) to consider. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day. Contact Rate. Right Party Contact.

Call Center 52

Call Center Metrics Abandon rate Management 52