CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Transparent BPO

JANUARY 14, 2020

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. Don’t waste another minute during a contact center site visit.

Contact Center 62

Contact Center outsourcing Average Handle Time First call resolution 62

Monet Software

JANUARY 6, 2020

Forecasts are never 100%, but real-time call center data analysis helps fill the gaps. As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. This enables managers to view workforce metrics over time to guide their scheduling efforts.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Make Your Contact Center a Great Place to Work.

Call Center 126

Call Center Management Contact Center Coaching 126

Monet Software

DECEMBER 19, 2019

No, not the holidays—the deadline for the 2020 annual call center budget ! Contact center managers are putting the pieces together to get a full picture of their future resource needs. Ironically, such simple tools make the contact center budgeting process more complex. 2 Handle Time Estimates.

Real estate 77

Real estate Average Handle Time Contact Center Call Center 77

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

DMG Consulting

FEBRUARY 12, 2019

Answer: The amount of time agents spend handling interactions in each supported channel (e.g., is a critical key performance indicator (KPI) for contact centers, and has been one of the most common productivity measures since call centers began decades ago. It’s a good time to take a fresh look at all your KPIs.

Average Handle Time 59

Average Handle Time Contact Center Coaching Call Center 59

Fonolo

JUNE 5, 2018

We can also see a low ranking for Average Handle Time – a metric that was been around since the earliest days of the call center. White Paper: The Secret Sauce for Increasing Customer Happiness. For example, we can see Net Promoter Score is now quite low, as we discussed in the last question.

Call Center 79

Call Center Metrics Average Handle Time Self service 79

Callminer

MARCH 9, 2020

.” – The Value of Call Center Scheduling Software , 8×8; Twitter: @8×8. For more information on the importance of analytics in retaining top call center talent, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Best practices 182

Best practices Call Center Analytics Metrics 182

Monet Software

DECEMBER 12, 2019

Anticipating the future is a core mission for any contact center. Inevitably, the CFO wants an accurate budget and the recruitment team needs to know how many full-time equivalents (FTEs) to bring on two months from now. Fortunately, contact center forecasting requires neither a crystal ball nor a math Ph.D.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

Fonolo

MARCH 4, 2020

“We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. Top related content: How to Effectively Set Goals With Your Call Center Team. We also have team models or help desks in place, which offer more complex support than a contact center but less than the one-to-one dedicated model.”.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Monet Software

JANUARY 2, 2020

For many contact centers, that means one thing—a dramatic shift in call volumes. Fitness centers are preparing for the crunch (and not the abdominal kind). With the right strategies in place, sharp changes in contact volumes shouldn’t overwhelm agents, degrade the customer experience, or harm the call center budget.

Management 71

Management Average Handle Time Contact Center Call Center 71

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

teleopti

NOVEMBER 27, 2018

Use it to spot deviations from normal events such as unexpected spikes in call volumes or even different average handling time (AHT) patterns. You’ll be rewarded with better contact center performance and customer satisfaction on all channels, all year round. Flatten the spikes. Want to dig deeper into forecasting?

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

SmartAction

OCTOBER 2, 2018

Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. Q: How difficult was the implementation and initial pilot?

Virtual Agent 48

Virtual Agent Average Handle Time Contact Center outsourcing 48

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Consumers faced long wait times to reach an agent.

Healthcare 52

Healthcare Contact Center Self service Wait times 52