Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Global Response

MAY 1, 2023

In short, workforce management has five key aspects: workforce planning forecasting and scheduling real-time management performance management analytics and reporting In this article, we’ll break down each of these five aspects and how to effectively implement them for WFM success.

Call Center 62

Call Center Management outsourcing Coaching 62

Playvox

JANUARY 25, 2024

This results in long wait times and abandoned conversations. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Virtual Live Labs

SEPTEMBER 30, 2020

Organizations are now understaffed, and customers grow weary of the messages on the IVR addressing the long wait times. Include a once-a-week survey or utilize a discussion board for comments on the “pilot program.” Customer satisfaction and sales revenue can be impacted as well. That means more pressure.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

Virtual Live Labs

SEPTEMBER 30, 2020

Organizations are now understaffed, and customers grow weary of the messages on the IVR addressing the long wait times. Include a once-a-week survey or utilize a discussion board for comments on the “pilot program.” Customer satisfaction and sales revenue can be impacted as well. That means more pressure.

Coaching 130

Coaching Contact Center Employee engagement Accountability 130

NobelBiz

APRIL 18, 2023

Utilizing Call Center Real-Time Analytics Employing real-time analytics enables operations managers to make informed decisions and respond promptly to changing trends. By monitoring key performance indicators (KPIs) in real time, managers can identify issues and implement solutions before they escalate.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JivoChat

JULY 6, 2022

Let’s say that your primary goal is to minimize customer wait times. Managers and agents are aware of this goal which motivates their actions. Here are a few examples: Improve response time. You can use the following methods to collect their comments: Surveys. They inspire action.

Customer Support 75

Customer Support Average Handle Time Feedback voip 75