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. Outbound Dialing. Operational Efficiency.

Call Center 120

Call Center Metrics Average Handle Time Self Service 120

Talkdesk

AUGUST 25, 2016

Number of calls in queue, average handle times, speed to answer. Historically, the world of call center customer service has been all about the numbers. When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem.

Customer Satisfaction 40

Customer Satisfaction Metrics Call Center Abandon Rate 40

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

COPC

AUGUST 4, 2016

Customer segmentation, personality matching, and an analysis of call outcomes will also become much more important, the research suggests. It was even higher in call centers that only perform outbound activities, where the pressure to perform is much greater. Originally published in the June 2016 issue of CRM magazine. .

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Talkdesk

AUGUST 3, 2016

In this week’s Customer Experience Weekly, we’ll be exploring customer service metrics. Here’s what we found: Choosing the Right Customer Service Metrics Requires Alignment to Your Brand. Customer service quality cannot be measured by a single metric. It must be determined by an individually selected set of metrics.

Metrics 40

Metrics Customer Service Net Promoter Score Effort Score 40