Remove Average Handle Time Remove Contact Center Remove Customer Centricity Remove Measurement
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Why You Need to Measure Customer Experience in Your Contact Center

Playvox

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

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Creating a collaborative contact center culture

TechSee

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

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Hyper Efficiency: The Next Frontier in Contact Center Operations Management

NobelBiz

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center?

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Contact Center Metrics Tracking Toward Customer Centricity

Think Customers

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked.

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How to use Customer data analytics to improve contact center performances and CX?

NobelBiz

The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience. In other words, the link between data and customer experience can become a virtuous circle. Data analytics may also be used in the employment process.

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How to Improve Contact Center Optimization with Customer Journeys

Pointillist

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

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Why AHTs Still Matter and 5 Ways to Improve Them

CSM Magazine

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Improve AHT in 5 Easy Steps 1.