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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. These efforts weren’t useless – they were, as noted, the standard. She was blunt. But she wasn’t wrong.

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How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

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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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How to measure the Efficiency of a CRM Strategy in Contact Centers

NobelBiz

In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. CRM software enables contact centers to easily store and access customer information such as purchase history and contact details.

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Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019.

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The Science and Art of CX Goal Setting

InMoment XI

Measurable: Clearly define what criteria will be used to determine if the goal is met and how it will be measured. Make sure measurement processes are in place and are valid. Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g.,

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The Fundamental Guide to the Contact Center RFP

BlueOcean

Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. Draft Your Contact Center RFP.