Callminer

FEBRUARY 19, 2020

Thus, investing in the right technology and tracking the right metrics may be pivotal to this process. Embracing innovative new practices such as artificial intelligence (AI) and flexible working arrangements can help considerably in alleviating such issues. Innovative Challenges. Technological Shifts.

Call Center 287

Call Center Accountability Technology Customer Support 287

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Just like in many industries, contact centers have their own workplace hazards, and a focus on best practices for dealing with them in a humane way will improve a contact center by leaps and bounds.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Callminer

MAY 27, 2020

Most call centers incorporate sophisticated Interactive Voice Response (IVR) systems alongside standard phones, and monitor and analyze a slew of metrics to progressively improve service quality. Although contact centers tend to lead the pack with powerful software integrations and assistive technology, call centers have not been left behind.

Contact Center 207

Contact Center Call Center Interactive Voice Response Multichannel 207

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Best practice examples include: Hire, train, motivate, and retain top talent. Examples include call recording, speech analytics and real-time monitoring.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents. would save $500,000.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric.

Call Center 345

Call Center Contact Center Finance Consulting 345

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Based on these insights, three best practices for emerging outsourcing priorities are: Formalizing WFH contracts. Three Best Practices for Emerging Outsourcing Priorities . #1: Recruiting.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. Kirk Chewning. kirkchewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. Using Automated Best Practices Puts the ‘Intelligence’ in Artificial Intelligence.

Customer Service 82

Customer Service Coaching Education Best practices 82

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. William Taylor. velvetjobs.

Call Center 182

Call Center Management Scripts Coaching 182

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Take a proactive approach to problem-solving before issues arise.

Benchmark 80

Benchmark Upselling Education Best practices 80

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. Which is why we know you’ll appreciate a round-up of highlights around call center news and information.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Education Services Group

JULY 30, 2018

THE GOLDILOCKS SWEET SPOT: QUALITY METRICS + INVESTED ANALYSIS. As you do that, new metrics will emerge to track conversions and successes. Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) Download our Success through Segmentation white paper.

Metrics 53

Metrics Analytics Accountability Best practices 53

Eptica

FEBRUARY 6, 2019

What’s more, traditional VoC surveys are focused on numeric, quantitative metrics because these are easiest to analyze and are good for revealing, for example, that your customers are unhappy. Categorie(s): Best Practice Trends & Markets Most industries today are radically different compared to 20 or even 10 years ago.

Automotive 73

Automotive Best practices Banking Customer emotions 73

RapportBoost

NOVEMBER 15, 2018

Give agents time to engage in practice runs before putting them on the air. Establish clearly defined goals and relevant metrics. Teach them early on how best to seek out potential lead opportunities. That means more than just pointing the customer to a white paper. Don’t assume they’ll “pick it up.” .

Call Center 71

Call Center Telecommunications Technology Education 71

Education Services Group

OCTOBER 4, 2018

Only focusing on your own targets and metrics while working with customers is an easy misstep. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision. Align everyone on a timeline, stay organized and keep your customer well informed.

Sales 53

Sales Metrics Customer Experience Best practices 53

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Infinity

APRIL 10, 2018

3 By paying close attention to the conversion metrics, Mindshare were able to fully understand the value of the online activity and optimise it. For example, Infinity’s newly released automotive best practices eBook states that global mobile usage is expected to pass 4.5 Take on PPC advertising.

Automotive 49

Automotive Advertising Best practices Analytics 49

Fonolo

MAY 7, 2015

If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. The combination of these five metrics will give them the info they need to make staffing calls on the spot, and improvements in planning later.

Call Center 126

Call Center Management Contact Center Coaching 126

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.

Management 207

Management Customer Service Consulting Consulting 207

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. Which is why we know you’ll appreciate a round-up of highlights around call center news and information.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. These metrics are usually already gathered for general performance requirements. Download our 10 Simple Traits of an Awesome CSM white paper.

Customer retention 49

Customer retention Management Analytics Metrics 49

COPC

NOVEMBER 5, 2021

These updated contracts reflect the insights and best practices that emerged since the start of the pandemic. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. Did you know COPC Inc.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day.

Management 182

Management Customer Service Consulting Consulting 182

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” Eureka (or whatever high-pitched scream a groundhog makes)!

Metrics 52

Metrics Construction Finance Upselling 52

CustomerSuccessBox

JUNE 27, 2022

What metrics do you employ to gauge success? Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Best Practices for Customer Success Enablement. Follow the metrics. Examine your position.

Customer Experience 52

Customer Experience Metrics Sales Marketing 52

Comm100

NOVEMBER 15, 2017

First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not. Increasingly, first contact resolution is being recognized as the most important metric for measuring customer contentment. What Is First Contact Resolution?

First call resolution 54

First call resolution Metrics Best practices Customer Service 54

CSM Magazine

JUNE 7, 2023

Consider publishing informative blogs, articles, white papers, or guides, that will help you share your knowledge and best practices with others. Always share your goals and progress through sustainability reports and social impact metrics to demonstrate your accountability.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Multichannel 40

Multichannel Contact Center Big data Metrics 40

NICE inContact

NOVEMBER 9, 2018

Older systems often don’t provide convenient access to KPI metrics. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”. Again, seamless integration with modern contact center software is key.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Global Response

FEBRUARY 13, 2022

Not to mention that BPO call centers give you access to experts in customer service, which often improves metrics and KPIs like CSTAT, handle time, first-contact resolution and so on. You can also leverage your partnership with the call center to learn from others in the portfolio and continue to optimize on best practices. .

Call Center 62

Call Center outsourcing Telemarketing Business Process Outsourcing 62

JivoChat

JANUARY 2, 2022

Having a clear purpose for each campaign makes it much easier to draw strategies, define the best types of ads, and also select your target audience. Besides, you will be able to know which are the most relevant metrics to watch for. . Follow the metrics, and analyze them carefully. How to create a campaign on LinkedIn.

Management 52

Management Advertising Metrics Marketing 52

Amity

FEBRUARY 10, 2017

To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. On a deeper level, it allows users to discuss exactly how they get stuff done, and to share tips and best practices. What type of metrics do you watch closely?

Marketing 80

Marketing Customer centricity Coaching Sales 80

Comm100

NOVEMBER 2, 2017

A customer satisfaction survey is a metric that helps companies and/or employees gauge the satisfaction level of their customers. The customer satisfaction survey is an important metric for everyone involved in the company. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. Hey, he deserved it.

Surveys 79

Surveys Feedback Scripts Customer Service 79

Uniphore

DECEMBER 17, 2021

Set your organization up for success with these best practices for automation implementation. And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics.

Best practices 40

Best practices outsourcing Contact Center Metrics 40