CSM Magazine

DECEMBER 8, 2022

You can take actionable steps toward your goals by outlining what you want to achieve as goals help measure, analyze, and optimize your success rate and return on investment (ROI). While setting goals, ensure they are measurable, attainable, and time-bound. Build an omnichannel strategy. Measure your CX metrics.

Self Service 52

Self Service Net Promoter Score Strategy Effort Score 52

CSM Magazine

AUGUST 30, 2022

The good news is that with increased deployment of cloud-based digital telephony and continuous innovations within the channel, it’s now possible to track, measure and support all aspects of the voice call – from initial answer through to wrap-up and beyond.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. What do people measure and use as a leading indicator of customer service? We’ve been in the business for a long time. Just fix it right the first time. To read more of Opentalk magazine, click the button below.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. What do people measure and use as a leading indicator of customer service? We’ve been in the business for a long time. Just fix it right the first time. To read more of Opentalk magazine, click the button below.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

CSM Magazine

OCTOBER 6, 2021

Once they identified the root cause behind agents underuse of the GPS tool (lack of training, misconception on time taken to use the tool), contact centre leaders were able to partner with the training team to re-launch the GPS tool kit. Delta Dental of Minnesota – Joint runner-up. THE ONE AWARDS WINNERS. The Optimizer – Autodesk.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

eGain Blogs

JUNE 1, 2021

eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations. Robust capabilities for content creation, compliance, and consumption in a unified way across customer engagement channels. KEY FEATURES. Content management. Integration.

Management 52

Management Contact Center Self Service Average Handle Time 52

eGain Blogs

JUNE 1, 2021

eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations. Robust capabilities for content creation, compliance, and consumption in a unified way across customer engagement channels. KEY FEATURES. Content management. Integration.

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52