Contact Center Guidelines Measurement Metrics 
BlueOcean
APRIL 24, 2024
Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up.
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. Measure Performance.
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NICE inContact
NOVEMBER 14, 2017
Average talk time (ATT) is often a neglected little contact center metric. They are not only the face of your contact center, but of your entire organization. While many contact centers are justifiably concerned with meeting AHT targets, we can’t forget the importance of ATT.
NICE inContact
DECEMBER 6, 2018
Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers. So why do you care? .
Playvox
NOVEMBER 29, 2022
Call avoidance is a common issue in contact centers and must be dealt with to ensure a positive experience for your customers. But agents can quickly become frustrated and overwhelmed when dealing with irate customers and high contact volumes, leading them to avoid interactions. 6 Tips For Writing Your Contact Avoidance Policy.
NICE inContact
NOVEMBER 14, 2017
Average talk time (ATT) is often a neglected little contact center metric. They are not only the face of your contact center, but of your entire organization. While many contact centers are justifiably concerned with meeting AHT targets, we can’t forget the importance of ATT.
BlueOcean
OCTOBER 17, 2023
Likewise, many organizations have established their own ESG guidelines and metrics—or been certified by third party validations—to hold themselves and their chosen vendors accountable. Meanwhile, without universal guidelines, the standards of 3 rd party certifications often differ if not conflict entirely. It is a worthy cause.
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