NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. Compensation / benefits.

Contact Center 240

Contact Center Tips Gamification Culture 240

Comm100

JANUARY 17, 2024

This includes everything from answering frequently asked questions to routing customer inquiries to the appropriate department or agent. The goal is to streamline operations, reduce response times, and free up human agents to increase the team’s capacity.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

GetFeedback

MAY 8, 2019

Case Closed CSAT is the most valued metric among service teams. The biggest challenge for customer service agents continues to be response rates. Most agents filter feedback by type of issue. Case Closed CSAT is the most valued metric among service teams . Here is how the other popular metrics ranked in comparison.

Trends 268

Trends Customer Service Comparison Metrics 268

Comm100

MARCH 21, 2023

Improve agent experience Excellent customer service requires happy agents, but customer service roles are notoriously challenging. One of the ways that organizations are working to keep agents happier is by introducing better tools that help to reduce overly repetitive work. Chatbots take this self-service to another level.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Call Experts

APRIL 8, 2024

Have you ever wondered what is it like for the call center agent answering my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX? Make Every Agent Your Best Agent.

Engagement 246

Engagement Contact Center How To Metrics 246

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Contact Center Average Handle Time Multi-Channel 59

Uniphore

JULY 23, 2021

While the vast majority of neutral or disengaged agents felt like they were trying their best, they also reported feeling overwhelmed by exhaustion and indifference. Here’s how employee disengagement is hurting contact center CX and what you can do to motivate your agents again. Jacada's Call Center Life: 2021 Edition. Check it out!

Contact Center 246

Contact Center Call Center Social Media Employee Experience 246

SurveySensum

JANUARY 9, 2024

Now, to understand and improve customer satisfaction, what metric do businesses measure? However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback. With the right strategies, metrics, and a robust CSAT tool , CSAT can pave the way to success! CSAT score.

Effort Score 52

Effort Score Metrics Customer Satisfaction Policies 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? These reports are the snapshots, the tangible records that document everything from call volumes and service levels to agent productivity and customer satisfaction scores.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Agent Workforce An outsourcer’s ability to attract and retain the right people for your brand and your service requirements is essential.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ShepHyken

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole?

Customer Experience 92

Customer Experience Contact Center Airlines Average Handle Time 92

NICE inContact

JUNE 21, 2019

The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious shortcomings, including no visibility into performance metrics and limited customization. Nearly 200 agents make 30,000 outbound calls each day.

Contact Center 136

Contact Center Call Center Metrics Retail 136

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.).

Metrics 71

Metrics Average Handle Time Guidelines Measurement 71

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is. Increase sales.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. Compensation / benefits.

Contact Center 161

Contact Center Tips Gamification Culture 161

Lumoa

SEPTEMBER 11, 2023

That’s why customer experience strategy plays such an essential role in determining how well a business performs. Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Take the example of an auto repair shop.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

That’s why customer experience strategy plays such an essential role in determining how well a business performs. Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Take the example of an auto repair shop.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

ShepHyken

DECEMBER 21, 2018

CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. Customers won’t be satisfied with customer service agents who fail to keep their promises and don’t meet expectations. You can use service level agreements to clearly set expectations for both customers and support agents.

Customer Satisfaction 94

Customer Satisfaction CRM Culture Social Media 94

NICE inContact

OCTOBER 25, 2019

The old system offered almost no performance visibility and limited functionality and could not support an integrated disaster recovery plan. This integration and much-improved visibility has dramatically impacted key metrics. A number of CXone tools have helped improve performance and metrics. The company has seen.

Contact Center 121

Contact Center Net Promoter Score Contact Center Software Customer Satisfaction 121

NICE inContact

JUNE 19, 2019

Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Before adopting NICE inContact CXone, Fossil Group’s contact centers were using different software solutions, which made it challenging to understand exactly how the company was performing as a whole.

Contact Center 136

Contact Center Groups Fashion Call Center 136

Lithium

NOVEMBER 7, 2023

Some blog areas are limited to Khoros customers only. If you have any additional questions for our product managers, please leave a comment on this blog and we'll be sure to get your questions answered. This distinction enables your team to optimize strategy, budget allocation, and performance assessment. Sign up today !

Knowledge Base 52

Knowledge Base Metrics Video Government 52

NICE inContact

JANUARY 24, 2019

Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. Switching to cloud platform and solutions , however, gave City Furniture the critical tools it was missing: reliable data it can trust and immediate visibility into performance.

Data 137

Data Contact Center Retail Metrics 137

Comm100

MAY 28, 2020

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Agent utilization rate.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

ShepHyken

AUGUST 17, 2018

This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken. One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. Pro tip 1: Base your SLAs on a ticket to agent ratio.

Metrics 75

Metrics First Call Resolution Knowledge Base How To 75

NICE inContact

APRIL 10, 2019

Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly inbound calls from members looking for assistance with claims, benefits and the mobile app. But agent productivity and service levels just weren’t measuring up. A major turnaround came when Oscar Health implemented CXone Workforce Management Enterprise.

Abandon Rate 139

Abandon Rate Management Insurance Wait Times 139

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. They also are convinced AI will improve customer service efficiency and can match the service level of human agents. However, AI tools like ChatGPT can also serve in the capacity of a virtual assistant to frontline contact center agents.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. Tools such as inView Performance Management for CXone help minimize attrition while inspiring your employees to improve performance and better align with your customer experience goals.

Contact Center 137

Contact Center Management Gamification Call Center 137

NICE inContact

NOVEMBER 7, 2018

Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Quality scores indicate the level of performance your agents display in their interactions with a customer. Monitor and score your agents’ conversations. Quality Scores. It should be one.

Metrics 120

Metrics Net Promoter Score Average Handle Time First Call Resolution 120

Lumoa

FEBRUARY 9, 2023

If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction? Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? So why should you care?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

NobelBiz

MARCH 26, 2024

Automated customer support: Utilizing automation to handle routine customer inquiries and issue resolutions, freeing up human agents for more complex tasks. With its ability to handle customer inquiries and route calls efficiently, IVR enhances customer satisfaction while optimizing agent productivity.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. Both generations are also eager and hungry to understand their performance at any given moment. Millennials pioneered the internet, texting, and emailing.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. Both generations are also eager and hungry to understand their performance at any given moment. Millennials pioneered the internet, texting, and emailing.

Contact Center 136

Contact Center Gamification Management Social Media 136

ShepHyken

NOVEMBER 30, 2018

The best policies and procedures do not compel agents to say no to certain customers. They instruct agents on why and how to say yes. To begin, identify the situation in which your agents most commonly say “no” to customers. Goal: Improve Agent Satisfaction. Task: Measure Agent Effort. Are the tools easy to use?

Omni-Channel 94

Omni-Channel Self Service Policies Abandon Rate 94

Lumoa

JANUARY 24, 2024

Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Metric-Driven Improvement : Regularly measure and track key metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208