Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. How Can I Best Monitor Remote Employees?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Measurement Call Center How To 74

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

BlueOcean

OCTOBER 4, 2023

In our opinion, the basic formula for every great customer service interaction begins with your customer having easy access to a fast, accurate resolution in the channel of their choice, at the time of their choice, in the language of their choice. Providing bilingual French-English support has been a way of life in Canada since, well, forever.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NobelBiz

APRIL 18, 2023

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? Check our guide on what KPIs to follow if you want to have excellent customer service.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

FEBRUARY 27, 2024

The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. By optimizing call center operations, organizations can enhance the overall customer experience, leading to increased satisfaction. Key Performance Indicators (KPIs) provide valuable insights.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. If an outbound campaign works with a list of 500 leads and only 50 persons answer back, the Contact Rate for that particular campaign will be 10%. And no wonder. And no wonder. Learn more here.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. They’re already armed with a wealth of data about the actions customers have or haven’t taken along their journeys and the issues that are likely to arise in the near future. NIA: The balancing metric. Use readily available data.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

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 Contact Center Average Handle Time Multi-Channel 59

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Higher queue times. Don’t despair.

Contact Center 73

Contact Center Self Service Management Abandon Rate 73

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Data Customer Service 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Data Customer Service 82

TechSee

NOVEMBER 10, 2020

or customer satisfaction was negatively impacted (less hours + limited staff = unhappy customers). How to Reduce Customer Service Costs Sustainably. Today’s customer service organizations face an even greater period of uncertainty and economic downturn. Visual Assistance in the Contact Center.

Self Service 207

Self Service Customer Service How To Contact Center 207

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.

Report 68

Report Self Service Average Handle Time Contact Center 68

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time Call Center Contact Center Software 50

Uniphore

DECEMBER 17, 2021

Scoring an “Ok” Satisfaction Rating Isn’t Enough. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Interactions

APRIL 17, 2019

Companies have adopted new technologies in their contact centers to support a more customer-first approach. Contact centers, before this change in focus to customer experience, had a straightforward goal: to handle as many calls as possible, as quickly as possible. Traditional Contact Center KPIs.

Contact Center 54

Contact Center Measurement Self Service How To 54

NobelBiz

SEPTEMBER 15, 2021

Data keeps beaming in in confirmation of a fact: the digital contact center is here. Voice is changing – average handle time is going up and calls are becoming more complex. A new report from J.D. The current report begins by clearly stating that the age of brick-and-mortar call centers is finally over.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

NICE inContact

NOVEMBER 7, 2018

Keep track of how many calls it takes a customer to get a problem resolved. If a customer has to call over and over again or get transferred from agent to agent, satisfaction will go down and sales will be lost. Average Handling Time. Customer Satisfaction (CSAT). It should be one.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

TechSee

MARCH 5, 2020

Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. Why agents often neglect ACW.

Average Handle Time 84

Average Handle Time Contact Center CRM How To 84

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Talkdesk

FEBRUARY 14, 2018

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue.

Contact Center 40

Contact Center Metrics Self Service Innovation 40

TechSee

JUNE 11, 2019

For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Click here for the full report. KPI #2: First Contact Resolution (FCR).

Self Service 117

Self Service Technology Customer Service Contact Center 117

Talkdesk

FEBRUARY 2, 2018

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Their approach to agent performance, moreover, must focus on maximizing customer value. In many cases, the two are actually correlated.

Contact Center 40

Contact Center Net Promoter Score Average Handle Time Customer Centricity 40

TechSee

APRIL 24, 2023

This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. Ultimately, this will result in higher customer satisfaction scores, increased agent satisfaction, and a more productive and efficient service team.

Average Handle Time 109

Average Handle Time First Call Resolution Culture Case Study 109

NobelBiz

JUNE 19, 2023

It involves using advanced monitoring tools and analytics to capture and interpret data in real-time, providing supervisors with immediate insights into call volumes, agent performance, customer satisfaction, and emerging issues. Agent Monitoring The focal point of real-time monitoring is agent monitoring.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

COPC

AUGUST 4, 2016

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. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

Magellan Solutions

OCTOBER 26, 2023

Ask About Their Reporting In order to assess if your collaboration with a third-party service provider is beneficial, there must be metrics to be measured. You will entrust your business’s reputation and customers to them, so you want transparency if the outsourced process meets the goals.

Call Center 52

Call Center Net Promoter Score Average Handle Time Healthcare 52

NobelBiz

JULY 11, 2022

Scripts are an essential component of every contact center. To provide a better customer experience (CX), dynamic agent scripting is required. This article discusses Dynamic Agent Scripting, its nature, benefits, and impact on the customer experience. Our interface provides accuracy, uniformity, and quality every time.

Call Center 52

Call Center Customer Experience Contact Center Omni-Channel 52

Call Experts

JULY 27, 2023

And high expectations from their customers. According to Forbes , 70% of businesses believe that delivering excellent customer service is a top priority for their organization. In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy.

Call Center 52

Call Center Customer Service e-support Contact Center 52

Playvox

DECEMBER 5, 2022

Great job in servicing our customers. If the agent didn’t pass, I would send my findings, along with all applicable reporting, to their supervisor as feedback for the agent. I recommend adopting a similar auditing practice in your contact center to make sure you stay a step ahead of avoidance issues.

How To 52

How To Contact Center Policies Average Handle Time 52

NICE inContact

OCTOBER 5, 2017

Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth. Customer Satisfaction (CSAT). The percentage of time a contact center agent is available to assist customers, divided by the length of their shift. Average Handle Time (AHT).

Customer Experience 137

Customer Experience Effort Score Net Promoter Score Contact Center 137