Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time

NICE inContact

billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers. With average handle time (AHT) down by 21%, adherence up by 31% and QA scores up from around 50% to 70%, the positive impact on customer satisfaction is unmistakable. The post Mattress Firm’s Contact Center Rises and Shines – Improving QA Scores and Average Handle Time appeared first on NICE inContact Blog.

14 Critical Call Center Metrics You Should be Tracking

NICE inContact

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.

Omnipresent Contact Center Agents in the Age of Instant Gratification

NICE inContact

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Customer care extends far beyond the traditional call center. Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place.

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How to Get Actionable Insight from your Contact Center Reporting

BlueOcean

One that integrates clear directions with real-time data about road construction, traffic jams, tolls, and alternative route options. It’s the same for contact center reporting. In particular, it will help your call center establish smarter volume forecasting.

Are Your Bad Sleep Habits Ruining Your Contact Center Career?

BlueOcean

In the contact center business, empathy is our bread and butter. With individual and team targets that can range from Average Handle Time to CSat scores to Grade of Service, the daily and weekly pressures to perform are intense. Call Center Agents Patty Isnor

Meeting the needs of contact center agents

Eptica

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Rising contact volumes, across more and more channels , are driving a greater need for skilled agents both in the US and UK.

Inbound and Outbound Converge in the New Contact Center

COPC

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls.

Why the phone is still king for customer support

NewVoiceMedia

Time to call. Dogmatic first contact resolution adherents are cringing right now, because Melanie’s follow-up call would technically be a second contact. I also doubt there would have been time to save me $360. Second, Melanie was given time.

4 Ways To Preserve Customer Loyalty When Call Volume Spikes [SlideShare]

BlueOcean

From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration.

Customer Self-Service Doesn’t Matter! That’s a False Paradigm!!!

Natalie Petouhof

Look at critical metrics like First Contact Resolution (FCR), Average Handle Time (AHT), reduction in call volume, increases in the opportunity to generate revenue, improved marketing, greater self- service employee engagement, increased digital customer engagement on any device, anywhere, anytime. Tweet It’s just not true. Customer self-service is one of the key capabilities of any company that actually cares about their customers.

New Report: ROI Of Customer Service & Customer Experience

Natalie Petouhof

Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center. This paper looks at the paradigm of “customer care as a cost center” and shows that it is false.

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Did You Give Up on Your Resolutions Yet?

BlueOcean

The trick is to identify potential obstacles and conflicts ahead of time. We spend a lot of time on this concept with our new hires. If you’d like to hear more about Blue Ocean’s culture and unique offering in customized contact center solutions, get in touch.

Why Metrics Aren’t Everything for Delivering Exceptional Customer Service

Joe Rawlinson

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. However, some will be stored in a customer’s long-term memory and will be drummed up every time they think about the brand. For example, data can show the average number of channels used to resolve an issue or the average handle time of calls.

Why email is more important than ever for customer service

Eptica

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email.

Neglecting Your Contact Centre

Clarabridge

By: Brownell O’Connor, Contact Centre Expert, Smith + Co. . The apparent struggle to understand, master and leverage CX for positive business benefits is perhaps no more evident than in the contact centre. The post Neglecting Your Contact Centre appeared first on Clarabridge.

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Omni-Channel Is Hot News So What’s the Hitch?

CSM Magazine

A recent study found the average person checks his or her smartphone a staggering 85 times a day! This puts increasing pressure on contact centers and customer service departments. Irrespective of channel, be it voice, e-mail, chat, social media, Skype or other mobile apps, customers want and expect a consistent, satisfying and effortless experience – each and every time.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” For time-based metrics, it is impractical to hold bots and human agents to the same standards.

Addressing metrics gaps between bot-led and human-led service

Comm100

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” For time-based metrics, it is impractical to hold bots and human agents to the same standards.