TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Customer care center metrics in the era of self-service clearly require a different approach.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. The AHT is a KPI that contact centers always strive to improve. But, how is the Average Handling Time (AHT) calculated?

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Self service Metrics Analytics 40

JustCall

NOVEMBER 24, 2022

“The customer care representative I just spoke to was extremely helpful, patient, courteous, and knowledgeable. I wish all contact center employees were like them.” But is it only about creating a good customer experience? This is the essence of a call center quality assurance. Social media overflow.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Hodusoft

MAY 24, 2023

Even though the technology has been around since the 1990s, many call centers and contact centers have started using it not only to authenticate their customers and protect their data but also to improve several call center metrics. billion mobile phone users in the world. Let’s look at some stats.

call center software 52

call center software Call Center Self service call center solutions 52

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. Making your contact center omnichannel ready.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. Handpicked related content: Top Contact Center Trends in 2020.

Customer Service 67

Customer Service Metrics Call Center Banking 67