Uniphore
JUNE 10, 2021
Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call. While numbers, like Average Handle Time (AHT), are convenient units of measurement, they make poor coaching tools, offering little actionable advice and alienating agents who feel they’re being “set up to fail.”
BlueOcean
OCTOBER 6, 2020
What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. What should your outsourcer – and you – be measuring beyond those standard metrics?
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CSM Magazine
FEBRUARY 11, 2021
New Calabrio ebook provides practical advice and strategies from three award-winning organisations. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. Doing business has never been more unpredictable.
Lithium
AUGUST 12, 2021
In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.
Playvox
JULY 14, 2023
Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Look at schedule adherence and schedule compliance metrics. Are your agents engaged?
Playvox
NOVEMBER 1, 2022
According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.
ShepHyken
JANUARY 18, 2019
This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Given the current state of technology, your strategic goals must now go beyond improving metrics. . – Shep Hyken.
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