Case Study: Mosaic Languages Improves Global Reach
24-7 InTouch
FEBRUARY 17, 2023
We partnered with a delivery service owned by a large multinational retail corporation to provide support to delivery drivers.
Case Study Metrics Service level 
Case Study: Customer Service in the Gig Economy
24-7 InTouch
JANUARY 11, 2023
We partnered with a delivery service owned by a large multinational retail corporation to provide support to delivery drivers. We leverage our expertise in the gig economy to launch and scale quickly while achieving key performance metrics: 95%+ CSAT. 95% Service levels (Goal of 80%). 85%+ Voice Handled Compliance.
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Transforming Your Contact Center Culture: A Case Study in Attitude and Effort
Expivia
JULY 19, 2023
However, beyond these metrics, we also wanted to ensure we had agents who were naturally positive, eager to learn, and willing to make an effort. It’s not just about hitting service levels or maintaining schedule adherence, but instilling the right culture that aligns with your contact center’s goals.
How to Decrease Contact Center Abandonment Rates with UC Technology [Case Study]
Revation Systems
FEBRUARY 6, 2020
Many of today’s UC solutions offer add-on features that provide easily digestible, granular data to offer insight to the service level of a contact center in real-time. This type of data enables contact center supervisors and managers to make adjustments to their contact center on-the-fly to provide better service to patients.
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The Top 3 Ways to Forecast for Your Contact Center
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
New Survey on Service Level: 80/20 Is Still Going Strong
Fonolo
SEPTEMBER 4, 2019
When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. Cool Scatter Plot of Service Levels! One chart really jumps out: A scatter plot of all the service levels that call centers are using. The Case against Service Level as “North Star”.
How to Efficiently Manage Service Levels with the Right Technology [Slideshare]
Fonolo
FEBRUARY 21, 2019
For most call centers, service level is a very important KPI. Since any fluctuation in service levels can directly and significantly impact revenue, it’s understandable that call center executives are concerned with taking the necessary steps to consistently improve them. Successful Case Studies.
UJET Wag! Customer Experience Case Study
CSM Magazine
MARCH 26, 2020
s in-app voice service level agreement (SLA) improved by 17 percent. On-demand companies must adopt mobile as a primary platform for engaging with customers and include more than just the service in-app. team experienced significant operational improvements right away. By natively integrating voice calls into the app, Wag!
Call Center Metrics & KPIs to Measure Agent Performance
Balto
NOVEMBER 8, 2022
There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.
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How to Pick the Right Inbound Call Center Company
Global Response
FEBRUARY 1, 2024
Quality of service : When working with an inbound call center, you need one that will provide exceptional quality of service for your customers. Look closely at the call center’s customer satisfaction scores, previous service level agreements (SLAs), and performance metrics.
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Call Center optimization: Tools and best practices to increase performance
NobelBiz
FEBRUARY 27, 2024
Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.
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How to Evaluate and Choose a Help Desk Service Provider
Global Response
DECEMBER 21, 2023
As a result, more and more companies are turning to outsourcing to manage their help desk service. But in order to reap the benefits outsourcing can provide, you have to be able to effectively evaluate and choose the right help desk service provider. As a result, this should be an area where you do a very thorough level of evaluation.
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How Zalando optimized large-scale inference and streamlined ML operations on Amazon SageMaker
AWS Machine Learning
NOVEMBER 7, 2024
A high-level description of the markdown pricing algorithm solution can be broken down into four steps: Discount-dependent forecast – Using past data, forecast future discount-dependent quantities that are relevant for determining the future profit of an item. Deep Learning based Forecasting: a case study from the online fashion industry.”
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What Is Call Center Reporting & How Does It Work?
NobelBiz
MARCH 5, 2024
Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? These reports are the snapshots, the tangible records that document everything from call volumes and service levels to agent productivity and customer satisfaction scores.
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The Impact of Help Desk Outsourcing on Customer Satisfaction
Global Response
DECEMBER 21, 2023
Help Desk outsourcing is generally correlated with higher levels of customer satisfaction, in part due to the specialized skills and increased levels of support available with an outsourced team. Keeping track of key metrics and KPIs will help ensure that you’re improving customer satisfaction with your outsourcing efforts.
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How To Pick The Right Call Center Provider
Global Response
SEPTEMBER 11, 2023
Scalability and Flexibility One of the key benefits of working with a call center provider or outsourcing your customer service is the increased scalability and flexibility you gain. An outsourced provider can scale much faster than is possible in-house, which can improve your cost-effectiveness, productivity, and service levels.
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6 Reasons to Avoid Hiring a Call Center (and How to Overcome Them)
Global Response
JULY 23, 2023
As a result, language barriers decrease or are eliminated altogether, aiding in communication and improving service levels and customer experiences. Outsourcing also requires you to relinquish some control over day-to-day operations and workflows, which can also reduce service quality and key metrics.
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Build well-architected IDP solutions with a custom lens – Part 5: Cost optimization
AWS Machine Learning
NOVEMBER 22, 2023
By reading this post, you will learn about the Cost Optimization pillar in the Well-Architected Framework with the IDP case study. Define goals and metrics – The function needs to deliver value to the organization in different ways. Tagging at the service level allows for more granular monitoring and control of your cost.
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Your Guide to Navigating the World of Customer Service Outsourcing
Global Response
DECEMBER 21, 2023
How do I know if my outsourcing provider is delivering good service for my customers? Navigating logistics, goals, quality and service levels are all essential to a good customer service outsourcing partnership. Quality control and service levels are one of the biggest challenges of outsourcing.
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Build well-architected IDP solutions with a custom lens – Part 1: Operational excellence
AWS Machine Learning
NOVEMBER 22, 2023
Operational excellence in IDP means applying the principles of robust software development and maintaining a high-quality customer experience to the field of document processing, while consistently meeting or surpassing service level agreements (SLAs).
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Building Your Best Culture in 2019
CX Accelerator
DECEMBER 31, 2018
At a leader level, do they feel like there are unclear/changing priorities? one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.
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What to Consider When Outsourcing Customer Service in the Healthcare Industry
Global Response
OCTOBER 17, 2023
For example, at Global Response, we offer a fully integrated and transparent quality insurance solution that helps you: make informed business decisions track business and healthcare trends drive growth and service levels provide visibility into areas for cost savings, operational efficiencies, and more.
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How to Improve Call Center Productivity
Balto
DECEMBER 14, 2022
There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. But before thinking about solutions, it’s important to measure your current productivity metrics to be able to track progress down the line.
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3 Proven Ways to Baby-Proof your Contact Center
Fonolo
APRIL 11, 2019
The must-have “ service level ,” call abandonment rates, first call resolution (FCR), average speed of answer (ASA), average time in queue, and other metrics are top of mind for managers and agents alike. How to Reduce Contact Center Costs AND Improve Customer Service. Successful case studies.
Increase Your Call Center’s Efficiency with a Hybrid Dialer Solution
NobelBiz
MAY 7, 2024
By intelligently evaluating agent availability and analyzing call metrics, hybrid dialers optimize call timing and maximize efficiency, enabling call centers to seamlessly balance automated and manual dialing for improved operational performance. All the way from onboarding to support to troubleshooting has been great throughout this journey!’
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Choosing the Right Multi-Tenant IP PBX Software for Your MSP Business
Hodusoft
AUGUST 23, 2023
Reporting and analytics Insightful reporting and analytics are indispensable for MSPs to measure performance and assess the effectiveness of their services. Look for multi-tenant IP PBX software that provides comprehensive reporting and analytics features, including call metrics, service usage statistics, and client activity reports.
Customer Service Call Centers
NobelBiz
JUNE 4, 2024
Benefits of a Call Center for Customer Service Scalability Customer service call centers can easily scale their operations to meet fluctuating demand. This scalability ensures that businesses can maintain high service levels during peak periods without overstaffing during slower times.
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17 Must-Read Books for Support Managers
Nicereply
MARCH 14, 2023
It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. Companies can achieve this by weaving customer service tightly into all of their core decisions.
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BI with an IQ - Revisited
Xaqt
FEBRUARY 6, 2020
Perhaps you’ve even gone through the process of deploying your own enterprise business intelligence solution; you’ve consolidated your data, identified key metrics, built your performance dashboards and even generated ‘one version of the truth’ reports for all your managers. So now you’re probably asking yourself: what’s next?
Calling all Call Centers: Confessions of a Tech Support Agent
Fonolo
APRIL 16, 2019
I also believe that these interactions are highly under-reported, and are not afforded the weight and importance by management that they deserve, in spite of their indirect effect on a commonly used metric: the Net Promoter Score (NPS). We talk about: How you can save 40% on customer service costs. Successful case studies.
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Essential VoIP Features for Call Centers: Optimizing Customer Service with NobelBiz
NobelBiz
AUGUST 13, 2024
Call analytics Call analytics provides detailed insights into call metrics, such as call duration, hold times, and agent performance. ’ Read Case Study Contact Centers Count on NobelBiz for VoIP Solutions VoIP technology is essential for modern call centers.
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Neglecting Your Contact Centre
Clarabridge
SEPTEMBER 21, 2017
In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.
15 Crucial Call Center Software Features for 2024: Must-Have Capabilities & Requirements
NobelBiz
FEBRUARY 13, 2024
Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?
Jul 29 – Customer Success Jobs
SmartKarrot
JULY 29, 2021
Develop and report on customer success metrics across a variety of metrics and measures, working to continuously improve the results. Overseeing client KPIs and case study reporting, delivering actionable insights and key case studies that drive the satisfaction of each of your clients.
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Aug 26 – Customer Success Jobs
SmartKarrot
AUGUST 26, 2022
Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and meeting Service Level Agreement (SLA) performance. Track customer metrics and maintain customer health scorecards with clear action plans. Identify success stories and secure customer references.
How Two Healthcare Leaders Improved Both Quality of Care and Bottom Line Growth with Patient Transfer Services
Revation Systems
JUNE 15, 2020
However, their communications system couldn’t provide a clear picture of existing service levels. Whenever Fairview experienced internet connectivity issues, their only option was to forward calls to the hospital answering service. This proved cumbersome and time consuming. Streamlining Yields Productivity and Profitability.
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Jun 29 – Customer Success Jobs
SmartKarrot
JUNE 29, 2021
As part of the DocMatter leadership team, you will present department metrics and outputs to executive leadership and during company-wide meetings. Manage churn and down-sell processes and metrics for the region. Promote Managed Engagement Services and proactively upgrade customers to premium tiers.
How the South Bend Clinic Reduced Abandonment Rates by 200% with LinkLive
Revation Systems
FEBRUARY 3, 2020
The healthcare organization was in need of a new solution that could provide more granular data to provide better contact center metrics that would enable them to provide better care. The Solution. LinkLive Up & Running in 30 Days, Abandonment Rates Start to Drop.
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Why an 80/20 Service Level is Wrong for Your Call Center
Fonolo
JUNE 9, 2014
In the world of contact center metrics, “service level” has always held a special place. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.
Jun 03 – Customer Success Jobs
SmartKarrot
JUNE 3, 2021
Own key metrics for your team. Support core metrics for our company and our CSM team as a whole. Implement and monitor Service Level Agreement performance, supporting the Service Account Lead including attending relevant key Customer service meetings as required.
Jul 14 – Customer Success Jobs
SmartKarrot
JULY 14, 2021
Establish service levels and requirements for the department. Monitor team performance on key metrics and employee satisfaction. Support team’s post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy. This is a “player/coach” role by design.
Customer Support Guide to Effectively Helping Your Customers
CSM Magazine
MARCH 27, 2020
It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. Resolution service level agreement (SLA) : this indicates how long a response will take to your customers. What is Customer Support?
Top 8 Things to Automate for Scaling Customer Success
SmartKarrot
JULY 6, 2020
It puts on auto-pilot all the things that are repeatable and robotifiable – such as customer-related coordination, executing standard operating procedures, and monitoring day to day metrics. You can then also leverage the holistic customer view to generate impactful case studies and win industry references. .
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BPO Call Centers: 8 Features To Look For
Global Response
APRIL 17, 2023
We collect and implement customer insights based on the data and analytics we find in our QA processes, and share every metric and result with our clients through our transparent practices. What client references or case studies do they have to demonstrate their expertise? Is customization available to fit your needs?
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