Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” How we understand our agents often comes from our KPIs and their metrics. What does it take to get to the next level of WFM?

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

AWS Machine Learning

NOVEMBER 22, 2023

For example, during the project planning phase, you should invest in cloud financial management skills and tools, and align finance and tech teams to incorporate both business and technology perspectives. Most importantly, you need to establish collaboration between finance and technology.

Finance 104

Finance Best practices APIs Accountability 104

Solvvy

SEPTEMBER 20, 2022

Evaluate these metrics: First response time : This metric shows the time it takes customer service agents to respond to customers. Average resolution time : This metric shows how quickly customers get a resolution when they call for information. Ability to Collect Real-Time Feedback.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

ChurnZero

JUNE 30, 2021

To help you make sure you are adequately evaluating your Customer Success Manager candidates consider pulling from this list of interview questions. 20 Interview Questions to Ask Your Customer Success Manager Candidates. Tell me about a time you went above and beyond for a customer? . Project & Time Management.

Education 72

Education Finance Accountability Sales 72

CrazyCall

APRIL 9, 2019

She’s been helping companies grow for more than 20 years and in the meantime her interactive online training on social selling, time management and other sales topics has been rated top of the country. Finance, and AllBusiness.com. Her clients rapidly and profitably increase sales by about 30% after working with her.

Sales 133

Sales Consulting Consulting Coaching 133

JustCall

NOVEMBER 23, 2022

Maintaining all communication lines efficiently and ensuring quality service are the biggest challenges for call center managers in the modern market. It is known that call centers have one of the toughest work environments in the service industry, with round-the-clock support, customer satisfaction metrics, and escalation worries.

Call Center 52

Call Center Management B2C Chatbots 52