CX Global Media

JANUARY 15, 2019

Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. To help you in doing so, we’ve highlighted the major concerns typically encountered by call centers below. Ballooning Call Volume. Economic Challenges.

Call Center 287

Call Center Technology Accountability Customer Support 287

Callminer

MARCH 2, 2020

Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. Tracking Ideas. Track Demographics.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

ShepHyken

NOVEMBER 15, 2021

Here are my top five picks from last week. Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. CustomerThink) One of the most effective ways to stand from your competition in today’s competitive market is to provide stellar customer service. You’ll love the four words.

Customer Service 179

Customer Service Metrics Call Center Customer Experience 179

Callminer

JUNE 9, 2020

Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Agents are at the heart of any call center, considering they’re on the front lines of customer interaction.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! Lead by example.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

ShepHyken

JULY 4, 2022

Here are my top five picks from last week. 7 Top AI Trends in Customer Service by Zendesk. From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. CMSWire) What’s in your abandoned cart?

Journey mapping 173

Journey mapping Customer Service Customer Experience Contact Center 173

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. Table of Contents What is Call Blocking?

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

NobelBiz

MARCH 19, 2024

Call center dashboards play a vital role in contact centers. Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Table of Contents What is a Call Center Dashboard?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Fonolo

DECEMBER 13, 2022

Call center leaders have their work cut out for them. Sometimes, it’s hard to find the time to map out call center development goals. . Here at Fonolo , our call center tech lends itself nicely to business and development planning. You need an action plan for call center development.

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management.

Call Center 141

Call Center Contact Center Coaching Gamification 141

ShepHyken

SEPTEMBER 17, 2018

Here are my top five picks from last week. My Comment: Ignoring the customer experience movement can end with the “violent death” of your business. A focus on customer experience is one of your top strategies to survive and thrive. 16 Tactics for Boosting Your First Contact Resolution Rate by Alan Finlay.

Customer Service 205

Customer Service Automotive Metrics Customer Experience 205

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. To address this issue, COPC Inc. See Figure 2.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Call Center 151

Call Center call center software Employee engagement Gamification 151

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. What Is Contact Center AI? These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

SharpenCX

AUGUST 31, 2021

Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. A lot of data is coming in and out of your contact center platform throughout the busy day. This is where a call center dashboard comes in.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. So how do you determine the success of your business?

Call Center 98

Call Center Metrics Abandon rate call center software 98

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track.

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. How does tone of voice improve call center metrics?

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

JustCall

APRIL 15, 2024

Is your sales dial tone sounding like a dead end? With consumers bombarded with countless phone calls, breaking through the noise and connecting with potential customers is becoming harder. TL;DR: Quick Summary Call connect and pickup rates are crucial metrics in call centers. What are call contact rates?

Call Center 52

Call Center Multichannel Benchmark CRM 52

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. Here are the critical call center agent performance metrics.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Global Response

FEBRUARY 28, 2024

This often leads to delayed response times, missed calls, and, ultimately, dissatisfied customers. If your small business is currently experiencing these growing pains, it’s time to consider partnering with a call center. Call centers provide 24/7 access to trained professionals specializing in customer care.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: .

Customer Service 146

Customer Service Contact Center Abandon rate Call Center 146

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. How to Foster Agent Engagement in a Hybrid Contact Center. We’ve put together our top 5 best practices for training remote agents to help you out.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. Should it be about the number of calls an agent takes in a day? There are a lot of factors to look into, but one thing’s for sure: The productivity of a call center plays a key role in its growth and competitiveness. .

Call Center 118

Call Center virtual call center call center software Self service 118

Playvox

JANUARY 30, 2024

In order to be successful, managers need to be better equipped to provide ongoing feedback and employ effective strategies to boost employee engagement. Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. Yet managers continue to fall short. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Fonolo

MAY 4, 2021

Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors. Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. The ROI of Call-Backs for Your Call Center. The result?

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Fonolo

JUNE 8, 2021

Look around your call center. Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. A poor work culture inevitably has a direct impact on your customer experience ? Reward your team regularly.

Call Center 133

Call Center Morale Contact Center Technology 133

Fonolo

MARCH 23, 2021

Running an effective call center is all about resolving customer issues in a timely fashion. How to Overcome Challenges with Your Call Center Metrics How to Overcome Challenges with Your Call Center Metrics. 8 Simple Ways to Improve Agent Performance in the Call Center.

Call Center 121

Call Center Abandon rate Metrics Abandon Call 121