The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! But is this really producing more productivity?

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Global Response

JANUARY 23, 2023

In this article, we’ll cover both the what and the how—what customer service goals you should be focusing on in 2023 as well as how you can achieve them. Improve our customer service” “ Improve our customer satisfaction score by 20% in 2023.” Measures can take the form of simple numbers, percentage growth rates, or other metrics.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Outsource Consultants

FEBRUARY 22, 2025

billion in 2023 to USD 149.31 Set Clear Performance Metrics Define and track the right Key Performance Indicators (KPIs) to maintain service quality. Implement a “cultural ambassador” program where team leaders from your home office spend time in Bangalore (and vice versa). billion by 2032, with a CAGR of 14.61%.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67

Outsource Consultants

JANUARY 8, 2025

Billion in 2023 and projected to reach US$500.1 These might include customer satisfaction scores, first call resolution rates, average handling time, and cost per interaction. Set Clear Performance Metrics Concrete performance metrics measure the success of your BPO partnership.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Outsource Consultants

JANUARY 3, 2024

Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Global Response

DECEMBER 12, 2022

Additionally, CSAT can help you track trends over time or understand customer satisfaction with specific touchpoints in the buyer journey (i.e. The Net Promoter Score (NPS) is another important metric to track when it comes to customer service. Average Handle Time. How to improve your average handle time.

Average Handle Time 62

Average Handle Time Metrics Benchmark Surveys 62

The Northridge Group

AUGUST 31, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition.

contact center associations 67

contact center associations Average Handle Time Healthcare Contact Center 67

The Northridge Group

AUGUST 31, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Across the company’s three largest business groups, we saw increased First Contact Resolution (FCR) rates, decreased Average Handling Time (AHT), and reduced attrition.

contact center associations 67

contact center associations Average Handle Time Healthcare Contact Center 67

Outsource Consultants

FEBRUARY 1, 2025

Today, over 50% of Indian call centers use advanced AI-powered systems to enhance customer interactions (as reported by Deloitte in their 2023 Global Contact Center Survey). Today, over 50% of Indian call centers use AI-powered analytics, chatbots, and omnichannel platforms (Deloitte, 2023).

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

JustCall

MARCH 7, 2023

This software helps the business gather information about how well the customers are being served by the agents in terms of key performance metrics, like average handle time, response time, CSAT score, and much more. This metric tracks how long they take for the tasks.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Outsource Consultants

FEBRUARY 7, 2025

Common objectives include: Improving customer satisfaction (CSAT) scores Reducing response times Increasing first-call resolution rates A 2023 report found that 59% of customers expect companies to leverage their data for personalized service. Choose a provider whose terms align with your business goals and growth projections.

Call Center 67

Call Center First call resolution outsourcing Average Handle Time 67

Serenova

AUGUST 25, 2020

WFM solutions provide real-time visibility into agents’ actual activities vs. scheduled activities, making it easy for supervisors to identify and address potential performance issues. Additionally, this data makes it possible for CX leaders to more accurately staff for future demand based on historical performance metrics.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Global Response

JANUARY 31, 2023

In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. In 2023, customer service is more important than ever. As a result, creating exceptional customer service processes should be an essential part of business strategy in 2023. Seem extreme?

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

Hodusoft

MAY 24, 2023

The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. From its inception in the 1970s to 2023, call center software has come a long way. Let’s take a look at some of the emerging trends and predictions for call center software in 2023.

call center software 52

call center software Call Center Self service call center solutions 52

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Ticket volumes and customer feedback are way up in the last few years.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Global Response

DECEMBER 21, 2023

According to 2023 research, the BPO and customer service outsourcing market size is anticipated to reach $525 billion dollars in worth, expanding at a CAGR of 9.4% from 2023 to 2030. When it comes to measuring the success of your customer service outsourcing, you’ll need to return to your goals and create relevant metrics.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

CSM Magazine

NOVEMBER 14, 2023

The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%). Listen to Your Agents Contact centre managers around the world have different ways to improve agent engagement.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

Skybridge

AUGUST 24, 2023

Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? Customer experience (CX) metrics are slipping. Chances are, they’re getting tired of waiting. They know how to create a work environment that attracts and retains top talent.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

Hodusoft

DECEMBER 16, 2022

5 Call Center Technology Trends for 2023 and Beyond Call center technologies have become more advanced thanks to the emerging advancements in communication technology. Read Also: The Five Most Compelling Reasons to Automate your Call Center KPIs lik e First Call Resolution , CSAT, average handling time, etc.,

Call Center 52

Call Center Technology call center software virtual call center 52

Balto

JANUARY 22, 2024

The advancements in Generative Artificial Intelligence (Generative AI) have dominated the headlines and social media discussions throughout 2023, and for good reason. For example, if you want to know what your agents’ AHT (Average Handling Time) is in real time, you can just ask “What is the average handling time today?”

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Hodusoft

OCTOBER 19, 2023

from 2023 to 2028. Performance Metrics: Implementing key performance indicators (KPIs) can also help in efficient workforce management. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 million by 2028; it is likely to record a CAGR of 7.5%

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

NobelBiz

MAY 2, 2023

Performance Indicators (KPIs) Identify KPIs that align with your goals, such as the number of leads generated, conversion rates, and Average handle time. Monitor these metrics to evaluate your strategy’s effectiveness and make informed decisions. Let’s dive in a little deeper.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Hodusoft

JANUARY 17, 2024

billion in 2023 to USD 111.37 Real-Time Analytics “If you can measure it, you can control it.” Measuring all performance metrics is extremely critical to every contact center. times improvement in average handle time on a y-o-y basis. Contact centers live by the maxim.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Serenova

AUGUST 25, 2020

WFM solutions provide real-time visibility into agents’ actual activities vs. scheduled activities, making it easy for supervisors to identify and address potential performance issues. Additionally, this data makes it possible for CX leaders to more accurately staff for future demand based on historical performance metrics.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Balto

APRIL 20, 2023

We asked respondents which metrics they were most concerned with, and their results varied when broken down by whether or not they had done layoffs. They did, however, care more about dials per week and average handle time. All three top metrics point towards an emphasis on the customer experience.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52