Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? What is a High Performance Contact Center? ENJOYING THIS ARTICLE?

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. There are creative measures every call center can take to address agent staffing shortages. Higher queue times.

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Contact Center Management Average Handle Time Call Center 73

Think Customers

NOVEMBER 3, 2015

For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked.

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Contact Center Customer Centricity Metrics Net Promoter Score 88

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. They’re already armed with a wealth of data about the actions customers have or haven’t taken along their journeys and the issues that are likely to arise in the near future. NIA: The balancing metric. Use readily available data.

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Contact Center Average Handle Time Metrics Call Center 84

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. Genesys Cloud is a powerful platform that can help you improve customer experience, increase efficiency, and reduce costs. Why Migrate to Genesys Cloud?

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Contact Center Roadmap Customer Satisfaction Communication 52

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

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Contact Center Average Handle Time Virtual Agent Call Center 95

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. How do metrics and standards play a role in customer service?

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Customer Service Contact Center Hospitality Hotels 353

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. However, these drastic measures are usually short term as they negatively affect CX and employee morale.

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Call Center Contact Center Average Handle Time Measurement 196

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

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Contact Center Average Handle Time Document Customer Satisfaction 48

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

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Customer Care Contact Center Net Promoter Score Metrics 156

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

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Contact Center Customer Journey Omnichannel Metrics 40

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

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Contact Center Net Promoter Score Call Center 2015 81

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Improve AHT in 5 Easy Steps 1.

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Average Handle Time Multi-Channel Contact Center Metrics 59

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

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Contact Center Average Handle Time Document Webinar 61

CSM Magazine

DECEMBER 18, 2021

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty. CX professionals measure their company’s brand health in terms of customer satisfaction outcomes.

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Contact Center Average Handle Time 2022 NPS 52

Call Experts

APRIL 14, 2022

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. The goal of ASA is to answer calls quickly and efficiently while meeting customer expectations. The ASA is a powerful metric to improve your customer experience and make sure your customers are happy.

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Call Center Metrics Average Handle Time Contact Center 98

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Customer care center metrics in the era of self-service clearly require a different approach. Total Cost Per Contact.

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Metrics Contact Center Virtual Agent Net Promoter Score 146

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Published on: May 18, 2016.

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Contact Center Net Promoter Score Average Handle Time 2016 51

TechSee

MARCH 5, 2020

A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Call Center Agent Utilization vs. Occupancy. Let’s first take a look at how productivity is measured. Sharing the Knowledge.

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Call Center Contact Center Average Handle Time Customer Satisfaction 145

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

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Contact Center Average Handle Time Exceptional Customer Service Webinar 52

Talkdesk

FEBRUARY 14, 2018

Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest.

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Contact Center Metrics Innovation Average Handle Time 40

TechSee

JANUARY 24, 2023

The earlier that your call center staff can see the problem, the faster they can resolve it. While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT.

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Engagement Average Handle Time Call Center Connections 109

Talkdesk

FEBRUARY 2, 2018

Friendly, engaging conversations and highly knowledgeable agents also rank as top customer demands. Most commonly, agent performance is measured by a combination of traditional ‘efficiency’ metrics plus quality metrics like CSAT and NPS,” says Gadi Shamia. They are also looking for engaging, personalized, high-quality interactions.

Contact Center 40

Contact Center Net Promoter Score Average Handle Time Customer Centricity 40

TechSee

JUNE 11, 2019

For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. KPI #4: Average Handling Time (AHT).

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Technology Customer Service Contact Center NPS 117

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

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Call Center Contact Center Management Omnichannel 52

TechSee

SEPTEMBER 18, 2019

Taking the time to tag the call, log the details, update the CRM system or forward customer feedback to the relevant department provides vital information to contact center managers, chief experience officers, R&D personnel and customer journey mappers. Why agents often neglect ACW.

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Contact Center Average Handle Time Reference Technology 84

TechSee

APRIL 24, 2023

This shift is generally a proven way to improve customer satisfaction scores, first-call resolution rates, and average handle times. Monitor and Measure Performance As a service leader, regularly monitor and measure the performance of your agents’ usage of new support technologies.

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Average Handle Time Culture Customer Satisfaction Technology 109

Innovative CX

AUGUST 10, 2021

As Peter Drucker said, “If you can’t measure it, you can’t improve it”. Peter Drucker didn’t say – what gets measured gets managed, contrary to popular lore). So perhaps measuring performance is a good place to start allowing us to focus on better customer and employee experiences?

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Connections Average Handle Time Customer Experience Contact Center 59

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

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Banking Net Promoter Score Contact Center Average Handle Time 52

Eptica

OCTOBER 16, 2018

Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail.

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Average Handle Time Contact Center 2018 Social Media 68

Call Experts

JULY 27, 2023

In this blog, we will explore how contact centers have transformed the industry and discuss the key metrics that should be tracked to ensure continued customer satisfaction. How the Customer Service Call Center has Impacted Business. The industry standard is between 5-10% depending on season and time of day.

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Call Center Customer Service E Commerce E-support 52

TechSee

FEBRUARY 3, 2020

Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations.

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Contact Center Customer Service Document Average Handle Time 109

Magellan Solutions

JULY 11, 2023

In today’s competitive business landscape, excellent customer experiences are crucial for small and medium enterprises (SMEs) to succeed. Embracing customer experience outsourcing strategies is a game-changer for maximizing customer engagement. SMEs must prioritize customer satisfaction and loyalty to have an edge.

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Customer Experience Net Promoter Score E-support Customer Satisfaction 75

Magellan Solutions

OCTOBER 26, 2023

If there are system failures, what measures are in place for backup? Ask About Their Reporting In order to assess if your collaboration with a third-party service provider is beneficial, there must be metrics to be measured. A high FCR rate may lead to customer satisfaction and demonstrates a good problem-solving skill.

Call Center 52

Call Center Net Promoter Score Average Handle Time Healthcare 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. What is Performance Management?

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Call Center Management Average Handle Time Contact Center 43

ViiBE Blog

APRIL 8, 2021

These elements combine to provide the customer with a better or worse overall experience. . How do you describe a call center experience? You can describe a call center experience according to the level of customer satisfaction. A good call center will strive to improve the customers experience constantly.

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Call Center Average Handle Time Contact Center Customer Satisfaction 52

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Scorecards should have views into performance over time compared to targets.

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Metrics Average Handle Time Definition Measurement 73