24-7 InTouch

MAY 3, 2024

This white paper briefly outlines the data-driven research from the pilot study for Superpunch Care. Read the full white paper here. The post White Paper: AI-Powered Innovation Is Reshaping Workforce Well-Being appeared first on IntouchCX.

Enterprise 59

Enterprise Metrics Technology Personalization 59

Fonolo

MAY 24, 2018

Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. Implement First Contact Resolution (FCR) metrics (during interactions). If you run a call center, change is familiar.

Call Center 87

Call Center Benchmark Metrics Analytics 87

Inbenta

OCTOBER 30, 2024

Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

Self service 52

Self service Benchmark Chatbots Enterprise 52

Fonolo

NOVEMBER 29, 2017

FCR is Undeniably the Most Important Metric. First Call Resolution (FCR) is one of the most commonly watched call center metrics. While these metrics are very important, they only indirectly help a company understand how the contact center contributes to financial success.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Fonolo

NOVEMBER 29, 2018

In this white paper , you’ll read about several significant subplots in 2019: Gamification in the Contact Center. Going forward, what will these trends be? Look no further … we have you covered! Investing in Agents. Voice-Powered Technology (VPT). Artificial Intelligence (AI): Hero or Villain?

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

Fonolo

JUNE 5, 2018

Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! Is NPS Still the Best Metric for Customer Satisfaction? Is NPS over-rated?

Metrics 79

Metrics Call Center Average Handle Time Self service 79

Callminer

APRIL 20, 2018

Show agents how focusing on customer experience helps them become more successful and then incorporate CX performance measures as metrics to measure employee performance. From the CEO down to entry-level associates, everyone must recognize the importance and value of CX and understand how to incorporate it throughout the company.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

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

Beyond Philosophy

AUGUST 30, 2016

Edwards Deming believed that satisfaction was not an ineffective metric for understanding the impact of satisfaction on customer actions. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

B2C 150

B2C B2B Customer advocacy Consulting 150

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

Fonolo

NOVEMBER 30, 2017

In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. It’s not only a waste of the customer’s time, but an ineffective use of handle time; a key metric that call centers measure success by.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Fonolo

DECEMBER 6, 2017

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Fonolo

JANUARY 18, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Here’s Fonolo’s 4 th annual list of Top Analysts Covering the Customer Experience for 2018! Congratulations to the 16 who were selected.

Customer Experience 0

Customer Experience Contact Center Metrics Feedback 0

Fonolo

APRIL 11, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Telecommunications 105

Telecommunications Call Center Contact Center Customer Service 105

Fonolo

FEBRUARY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Cap off the exercise by giving whichever team has the closest matching drawing a prize. Consistency Across Multi-Channel.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Jon Arnold

OCTOBER 16, 2020

Details are here , and I’ll be joined by Heather Barrow of Eventus , as she shares highlights from her recent white paper about this topic – it’s quite good, and you should give it a read. Telephony was still largely analog and call recording capabilities were limited, so there wasn’t much in the way of metrics.

Big data 98

Big data Contact Center Analytics Metrics 98

Fonolo

JULY 5, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Can they take a larger share of tickets away from agents? That question still seems unanswered. Consistency Across Multi-Channel.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

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. Establish key performance metrics that reflect the customer experience; evaluating trends and identifying defects. Voice of the Customer, CSAT, NPS and Customer Advisory Boards).

Contact Center 345

Contact Center Call Center Gamification Wait times 345

ConvergeOne

SEPTEMBER 6, 2022

Gamification can be as simple as highlighting an existing metric and providing a “leaderboard” ranking individual achievement of that metric. More complex gamification efforts use a point system to drive behavior on a range of related behaviors and metrics. Download the full white paper below. Can’t wait?

Gamification 73

Gamification Interactive Voice Response Management Surveys 73

Fonolo

JANUARY 3, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. This is a great way to smooth out any hiccups that occurred over the call, and show them you care about how they feel. Plus So Much More!

Contact Center 97

Contact Center Feedback Metrics Personalization 97

Fonolo

FEBRUARY 15, 2018

Go beyond the standard call center metrics! White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. 1) Rethink Your Channels. 2) Get Rid of Hold-Time. Consistency Across Multi-Channel.

Call Center 75

Call Center Contact Center Big data Coaching 75

Callminer

MARCH 9, 2020

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. Make all your call center’s metrics a part of your scheduling process. Track measurable tasks for better insight into staffing needs.

Best practices 182

Best practices Call Center Analytics Metrics 182

Fonolo

APRIL 24, 2018

Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Several trends are poised to make a significant impact on contact centers around the globe. Plus So Much More!

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

DECEMBER 5, 2017

There is no call center standard for occupancy rates, but many try to keep this metric between 70% and 80% to maintain a healthy balance. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric.

Customer Service 75

Customer Service Management Call Center Morale 75

Fonolo

MARCH 22, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Several trends are poised to make a significant impact on contact centers around the globe. Consistency Across Multi-Channel.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

ConvergeOne

AUGUST 9, 2022

To minimize wait time and time-to-resolve metrics amid such chaos, contact center managers must schedule not only to cover expected call volume and other key performance indicators, but also to maintain targeted skill ratios. Download the full white paper below. Can’t wait? Where workforce engagement technology is headed.

Management 71

Management Contact Center Metrics Wait times 71

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

Fonolo

APRIL 4, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. If anyone can make a good quantitative case in the other direction, I’d love to hear about it in the comments. Plus So Much More!

Customer Service 90

Customer Service Chatbots Government Contact Center 90

Fonolo

MAY 1, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. We hope to see you there! For live updates and insights from the show, follow @fonolo on Twitter. Consistency Across Multi-Channel.

Contact Center 62

Contact Center call center professionals Education Call Center 62

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. White papers. That includes: White papers. Tip sheets. Shep Hyken.

Customer Service 82

Customer Service Coaching Education Best practices 82

Fonolo

AUGUST 23, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Watch and learn its teachings and you’ll find that everything “will be coming up Milhouse” for you and your brand. Plus So Much More!

Customer Service 89

Customer Service Advertising Contact Center Government 89

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

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

Fonolo

JULY 19, 2018

White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Finally, here are two recent posts from Fonolo that are relevant: What’s the Ceiling on Self-Service? Consistency Across Multi-Channel.

Call Center 72

Call Center Self service Contact Center Interactive Voice Response 72