Talkdesk

FEBRUARY 4, 2021

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. Average hold time. First call resolution.

Metrics 87

Metrics Technology Contact Center Customer Experience 87

TechSee

JUNE 25, 2019

Biometrics refers to body measurements and calculations for the purpose of authentication, identification and access control. Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Contact Center workload management. Biometrics.

Technology 122

Technology Customer Service Contact Center Call Center 122

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space?

Contact Center 0

Contact Center Call Center Average Handle Time Return on Investment 0

NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space?

Contact Center 59

Contact Center Call Center Average Handle Time Return on Investment 59

Natalie Petouhof

SEPTEMBER 1, 2016

Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. The business results (cost savings or revenue generation) or the return on investment (ROI) for the social customer care initiative. The formula to calculate ROI is: Return on Investment = (Gains from Investment) – (Costs of Investment) x 100.

ROI 45

ROI Social Media Airlines Customer Service 45

Talkdesk

SEPTEMBER 18, 2020

Global contact centers and customer experience (CX) leaders are looking for solutions that act as a catalyst in the remote working environment, so their agents are more empowered to provide the services and support that customers need right now. Prepare a list of desired outcomes and work accordingly to achieve them.

Management 116

Management Net Promoter Score Average Handle Time Contact Center 116

Joe Rawlinson

JANUARY 6, 2016

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. Measuring the Gap. In other words, metrics do not tell the whole story.

Exceptional Customer Service 104

Exceptional Customer Service Metrics Customer Service Average Handle Time 104