Monet Software

JANUARY 6, 2020

Plan for too few and service levels degrade as agents become overwhelmed. If an agent becomes ill and must leave halfway through the shift, program leaders can adjust assignments to minimize the impact on service levels. . These are essential tasks. But real-time management is also about changing the schedule on the fly.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Fonolo

MARCH 12, 2020

Top related content: How to Improve Service Levels in Your Call Center. Enable users to learn from each other, and when self-service isn’t enough, ensure a seamless transition to live support that doesn’t make customers repeat themselves. This white paper explores key areas that are sure to shake up the industry.

Self service 118

Self service Best practices Customer Support Chatbots 118

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. 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

DMG Consulting

JULY 11, 2017

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

DMG Consulting

JULY 11, 2017

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

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. Respondents to the Vanson Bourne survey say they are most annoyed by variances in service speed and quality.

Customer Service 69

Customer Service Contact Center Chatbots Surveys 69

Comm100

FEBRUARY 19, 2020

While it may be tricky to quantify anger, your team can define SLAs (service level agreements) that will help your company know when to grant VIP status. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’

B2C 64

B2C B2B Advertising Accountability 64

Monet Software

DECEMBER 4, 2019

Excessive shrinkage, however, is a barrier to meeting service levels and achieving profitability. To get a better handle on the many factors affecting profitability–from facility costs and technology needs to occupancy forecasts and average answer time estimates– download our white paper. . “

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

Monet Software

DECEMBER 12, 2019

Historical data about call volumes, average handle times (AHT) and service-level achievement help determine how many FTEs are required to meet expectations. To take a deeper dive, download our white paper. . “ This forecast is based on information from several areas. Historical Data.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71

COPC

MARCH 11, 2022

Managing/leveraging outsourced service providers. Attracting & retaining top talent to meet service levels. White Paper: Five Steps to Effective Recruiting, Hiring & Training. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies.

Contact Center 85

Contact Center Customer Support outsourcing Marketing 85

Fonolo

JULY 11, 2018

White Paper: 10 Trends That Will Disrupt Customer Service in 2018. In this report, we outline the predicted trends for improving service levels for the coming year, and how to deliver timely and thoughtful customer support. Otherwise, they’ll keep picking up the phone. What’s Inside: Advances in Live Chat.

Personalization 59

Personalization Customer Service Service level Marketing 59

Fonolo

MAY 7, 2015

Scheduling and organizing your support agents, hiring and training new employees, calculating service levels and profit margins, negotiating suppliers are the mundane but essential responsibilities of the call center manager. This white paper explores key areas that are sure to shake up the industry. Embrace them.

Call Center 126

Call Center Management Contact Center Coaching 126

teleopti

NOVEMBER 27, 2018

What is more, planners can be confident that service levels are met because WFM ensures the right people are skilled and scheduled to handle the calls and tasks needed to achieve this. Download our white paper Tips and techniques for accurate effective forecasting. Build readiness into schedules.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

Fonolo

JANUARY 9, 2020

Many businesses have been playing catch-up, trying to fit all these new communications channels into their contact centers and support plans, while maintaining or improving their service level. Increased reliability of service. This white paper explores key areas that are sure to shake up the industry.

Contact Center 67

Contact Center Cloud contact call center software Call Center 67

Fonolo

FEBRUARY 19, 2019

Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. On the Horizon: Customer Service Trends in 2019 [Report]. Migration to Cloud. OnHoldWith.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Comm100

FEBRUARY 19, 2020

While it may be tricky to quantify anger, your team can define SLAs (service level agreements) that will help your company know when to grant VIP status. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’

B2C 40

B2C B2B Advertising Accountability 40

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 159

Morale Customer Service Scripts Personalization 159

CSM Magazine

NOVEMBER 28, 2017

On the other hand if shortfalls and service level targets are at risk agents scheduled for lower priority activities can be called upon to cover any gaps in staffing, shifts can be extended or home-working agents requested to log-on via the system. It’s time to think again about real-time and intraday automation technology.

Schedule adherence 40

Schedule adherence Engineering Service level Coaching 40

Xaqt

FEBRUARY 6, 2020

This means instead of getting an alert that says your service level is below goal, you receive a message that says your service level was going to be below objective – however, corrective action was taken and the projected impact will meet the target. This is where Xaqt got started.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Some organizations even take this step further by implementing an SLA (service level agreement). Who are they? How to use NPS. These people haven’t made a purchase yet.

Surveys 60

Surveys CRM Feedback Sales 60

Fonolo

FEBRUARY 7, 2013

A longer hold time will impact your contact center’s service level, probably your over NPS or CSat scores. This white paper explores key areas that are sure to shake up the industry.v. Safe to say, if there’s one thing you can do to give all your KPIs a little boost, it’s reducing your hold times.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

JivoChat

JUNE 1, 2021

If your support or service level is lacking at any customer touchpoints, the buyer’s experience may suffer. Your content inventory could include some of the following: Documents (such as privacy policies and white papers). As a result, so too could your brand reputation and conversion rates. Direct mail.

CRM 52

CRM Advertising Chatbots Surveys 52

NobelBiz

FEBRUARY 13, 2024

RELATED RESOURCE White Paper | How to customize Your Caller ID Omnichannel Support Offering support across multiple channels (phone, email, chat, social media) ensures a seamless and consistent customer experience, allowing customers to interact with the call center through preferred channels.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. One moment you’re obsessing about workforce engagement, an hour later about service levels. Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. But then operations feel out of control or metrics drop.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77