Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Playvox

APRIL 19, 2023

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction.

Time management 56

Time management Contact Center Management Schedule adherence 56

teleopti

AUGUST 13, 2019

Dave Hoekstra of Teleopti outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. Intraday Management? Real-Time Management? 5 Ways to real-time management and real-time success. Call it what you will.

Contact Center 71

Contact Center Chatbots Service level Time management 71

Serenova

AUGUST 23, 2019

But striking the balance of maintaining high service levels while controlling costs is tricky. Here’s a summary of webinar highlights. The result is blocked calls, unavailable service, poor overall customer experience and, ultimately, lost business. Managing and Training Work-from-Home Agents.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Kayako

JULY 27, 2017

Do you get an increase in volume when a webinar is broadcast? As your first response time rises, it signals that you need to look into how you can get it back down to your goal again. This could mean investing in self-service opportunities, or simply analyzing the time management of your team. Every week?

Metrics 80

Metrics SaaS Surveys Enterprise 80

Playvox

JUNE 7, 2023

Essentially, you want to analyze historical and current trends to find out how many contact center agents are needed to handle the volume without the customer waiting for long periods of time. It leaves a bad customer impression — Zendesk reports that 72% of customers expect immediate service. Are they away from their desk too much?

Management 52

Management Contact Center Abandon rate Metrics 52

Hodusoft

FEBRUARY 29, 2024

Especially during peak times. Managing call volume can be challenging while maintaining service quality. Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. MSP call centers often handle a large volume of calls. That’s quite shocking.

Call Center 52

Call Center Abandon rate Omni-channel support call center software 52