NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. Service Quality.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

BlueOcean

APRIL 11, 2017

With more than 25 million customers in the US, our client’s business was completely crushing it in all areas of their core competency and growing at an extraordinary pace, but managing a contact center operation (not their core competency) within their business was becoming increasingly challenging. The Problem: .

Case Study 159

Case Study Study Abandon Rate Contact Center 159

Magellan Solutions

AUGUST 16, 2021

Why are Telemarketing Philippines experiencing a large number of calls? Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. That reference is to the inbound calls and high-value leads for a business. .

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Self Service Contact Center Multi-Channel Omni-Channel 52