Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. Kaplana: I’m very metrics-driven. I don’t put efficiency on there regarding handle time.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. Kaplana: I’m very metrics-driven. I don’t put efficiency on there regarding handle time.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

CafeX

AUGUST 2, 2017

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment.

Agent Empowerment 54

Agent Empowerment Government Contact Center Call Center 54

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. Kaplana: I’m very metrics-driven. I don’t put efficiency on there regarding handle time.

Agent Empowerment 40

Agent Empowerment Contact Center Metrics Best practices 40

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. Click here for the original. What’s next?

Coaching 74

Coaching Agent Empowerment outsourcing Contact Center 74

Comm100

DECEMBER 1, 2017

By repairing broken systems that slow agents down and frustrate them, companies can remedy this common agent “pain point,” making their jobs easier and less stressful. Making metrics clearer or more transparent is the next most popular corporate strategy for improving agent experience (41%).

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 48