CSM Magazine

APRIL 12, 2018

There’s an old adage: What gets measured gets managed. In most call centers, average handle time is one of the leading metrics used to manage a rep’s performance. Employees need to know that we leaders have their backs. Creating the Right Behaviors by Using the Right Metrics.

Leadership 40

Leadership Average Handle Time Airlines Workshop 40

Oracle

OCTOBER 6, 2019

Are they just logging on for that first 10 minute, high-level thought leadership part, or are they staying with us through the Q&A? Emilie Neumeier, Product Marketing Manager at Morningstar, Inc. It’s how often are they contacting our call centers? Traci Scott, Service CX Program Manager, Pella Corporation.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score Average Handle Time 54

Bold360

APRIL 28, 2021

We spoke with Bold360 Customer Success Manager Bettina Gerlich, who worked directly with this UK financial institution/bank, about the customer engagement challenges it faced, the solutions decided upon, and the results brought about by the change. Bettina Gerlich, Customer Success Manager at Bold360.

Customer Satisfaction 52

Customer Satisfaction Banking Average Handle Time 2020 52

Horizon CX

MARCH 19, 2022

For example, when issues arise that cannot be managed online or through a chatbot, contact by phone may be the only viable option. Enter the dreaded phone tree; “Please listen carefully to the following 17 options as many of them have changed” followed by some other recorded messages that have no relevance to you or your reason for calling.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

Kustomer

SEPTEMBER 3, 2020

Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market. In response to this question he states, “So I feel like the work of CX is becoming more and more the work of a change management and cheerleader.” The Need for a CX Change Coalition. Gabe Larsen: (03:52).

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. The payroll costs include the expenses of a manager part-time as well as the cost of 10 part-time customer service agents with 40 percent of their time spent on social customer care and 50 full-time customer care social media professionals.

ROI 45

ROI Social Media Airlines Customer Service 45

Playvox

MARCH 27, 2023

Related Article: 7 Simple Tips To Give Quality Feedback In Your Call Center 3. Setting Clear And Attainable Goals For Your Agents To enhance contact center productivity, it’s essential to establish clear and achievable goals for agents. Related Article: Best Ideas To Increase Productivity In Your Call Center 8.

Contact Center 84

Contact Center Customer Satisfaction Interaction Call Center 84

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 45

Contact Center Management Call Center Download 45

SurveySparrow

JULY 30, 2021

For example, important call center metrics like Average Handle Time (AHT) and First Contact Resolution (FCR) will differ from the numbers a marketing agency measures, and so on. Understand what important metric matters most to the leadership or department who will read the report. Review the KPI.

Metrics 52

Metrics B2B Average Handle Time B2C 52

TechSee

FEBRUARY 7, 2023

Ideally, this could result in far faster service, better self-service containment rates, improved adoption of digital self-service channels like chatbots, and reduced demand for call center solutions. Do you have your leadership on board? Is Generative AI for Service Too Good to Be True? In a word, maybe.

Innovation 124

Innovation Call Center Contact Center Average Handle Time 124

Michel Falcon Experience

FEBRUARY 11, 2019

The first is if we strip away what industry that we operate within, the common denominator that we have is that we’re trying to manage human behavior within the workplace and outside of the workplace being our vendors, our business partners, and of course our customers. A, there’s two key reasons. He gets it right.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

I recognize that there’s a couple big ballers in the audience that have billion dollar companies and, I’m not there yet, but if we strip everything away, the industry and the size of the company, what the commonality is, is we’re managing one thing: human behaviour.

Culture 12

Culture 2019 Engagement Net Promoter Score 12