CX Global Media

JUNE 6, 2017

Manage, track and visualize every detail with real-time insight into usage data, service-level data, call data and population data – all numbers specified by language, all reports customized to your needs. Other departments may also be using language services. Bringing language services into the modern era.

Contact Center 176

Contact Center Government Healthcare Call Center 176

Kayako

OCTOBER 29, 2015

The birth of mainstream outsourcing: 2000 – 2010. Slowly coming back home: 2010 – 2015. If your support team isn’t using the same tools as the rest of the business this means it’s difficult to use the same tags, adhere to the same service level agreements (SLAs) and generate the same reports.

outsourcing 114

outsourcing Customer Support Feedback Surveys 114

Taylor Reach Group

MARCH 19, 2018

In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Service Level. A 70 – 30 service level, means 70% of calls were answered within 30 Seconds. Average Speed of Answer (ASA).

Service level 92

Service level Abandon Call Wait times Call Center 92

Taylor Reach Group

MARCH 20, 2018

As a result, efficiency measurements such as AHT, Service Level, Occupancy Rate, Average Speed of Answer (ASA) and Calls per hour became the necessary indicators to operate any given Call Center. AHT became the main indicator when managers realized its impact on Service Level, staff requirements, and the operating budget.

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

Altivon

JULY 27, 2020

The center has a service level goal of answering 80 percent of calls within 60 seconds and that is achieved most months. “We Altivon has been working with Idaho Power since 2010 as their Genesys contact center / Nuance IVR systems integrator and value-added partner when they deployed their system.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Hodusoft

JUNE 7, 2024

If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager. Effective workforce management not only reduces costs but also enhances customer service standards.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Nicereply

MARCH 14, 2023

It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. Implementing the authors’ methodology should help you create a support team that performs at a consistently high level.

Management 98

Management Call Center Entertainment Metrics 98