DMG Consulting

JULY 11, 2017

Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.

Contact Center 48

Contact Center Employee engagement Consulting Consulting 48

Callminer

FEBRUARY 5, 2020

This metric focuses on the percentage of customer calls that are resolved on the first contact , without additional contact being needed. This paints a clearer picture of your call center staff’s overall competence. Service Level. Service level describes the number of services provided to customers over time.

Best practices 251

Best practices Call Center Metrics Surveys 251

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. Plan for too few and service levels degrade as agents become overwhelmed.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Monet Software

DECEMBER 12, 2019

Anticipating the future is a core mission for any contact center. With these demands alone, new call center analysts can easily be overwhelmed by the prospect of predicting costs and call volumes that include 12 months of forecasting. 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

COPC

MARCH 11, 2022

Attracting & retaining top talent to meet service levels. Contact centers have not been immune to this phenomenon. Attrition and recruiting difficulties are not new to contact centers, and strategies to combat this have been developed and honed over the years. flexible work schedule. work-life balance.

Contact Center 87

Contact Center Customer Support outsourcing Marketing 87

Serenova

NOVEMBER 26, 2019

With every service channel you open, you’re offering more convenience and choice. But your customers will expect all options to reflect your best service levels and efficiency. The hard truth is you’ll never meet customer demands until your service teams and technology work together.

Customer Service 69

Customer Service Contact Center Chatbots Surveys 69

Fonolo

MARCH 12, 2020

Reviewing support tickets for customer insights is one of the things great call centers do on a daily basis. Top related content: How to Improve Service Levels in Your Call Center. Handpicked content for you: The Golden Rules of Contact Center SLAs. Making your contact center omnichannel ready.

Self service 118

Self service Best practices Customer Support Chatbots 118

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

teleopti

NOVEMBER 27, 2018

The next step is to revisit the ‘out of the ordinary’ events that can adversely impact the efficiency of the contact center such as systems outages, negative comments on social media or news in the press. You’ll be rewarded with better contact center performance and customer satisfaction on all channels, all year round.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

Xaqt

FEBRUARY 6, 2020

In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Callminer

MARCH 9, 2020

One approach is to just plug everything into your WFM software and let it provide you with the number of schedules requested to try to meet the service levels consistently. ” – Charles Watson, Call center scheduling: 2 simple methods to measure efficiency , injixo; Twitter: @injixo.

Best practices 182

Best practices Call Center Analytics Metrics 182

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. Our 7 tips for great call center management are: Talk to Your Support Agents.

Call Center 126

Call Center Management Contact Center Coaching 126

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. They can monitor current customer wait time, call volume, service level and customer satisfaction, then predict future problems and shortfalls.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Comm100

OCTOBER 25, 2017

Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. And angry customers tend to take out their frustrations with wait times, service levels, price and overall product functionality on the closest target – and quite often, that target happens to be the frontline agent.

Morale 133

Morale Customer Service Scripts Personalization 133

Monet Software

DECEMBER 4, 2019

Contact center shrinkage can be like a kid running a lemonade stand. This is how contact center professionals often feel about shrinkage—it saps resources and steals directly from the bottom line. It’s impossible to eliminate contact center shrinkage. Then someone dumps half the pitcher on the ground.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. One moment you’re obsessing about workforce engagement, an hour later about service levels. The oscillation can seem endless.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77