DMG Consulting

NOVEMBER 3, 2020

Question: Is contact center performance management something more than advanced reporting? CCPM solutions can deliver great value in these complex operating environments by providing strategic insights regarding most aspects of a contact center’s performance and delivering advanced business intelligence (BI) support.

Contact Center 77

Contact Center Scorecard 77

Customer Service Life

SEPTEMBER 4, 2019

While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it comes to running a contact center. In this article, I’ll share six things to consider when creating a quality scorecard.

Scorecard 67

Scorecard Contact Center Customer Journey Map Compliance 67

Inside Customer Service

OCTOBER 6, 2022

Average handle time, or AHT, is an important metric in contact centers. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. It measures the average length of a call.

Contact Center 195

Contact Center Scorecard Start-ups Customer Service 195

Ameyo Callversations

JULY 4, 2022

These days the main focus of Contact Centers is to ensure that every customer call should end on a positive note without spending unnecessarily. Therefore, Answering promptly and solving issues efficiently is an important standard of a contact center. Significance of Key Operational Excellence in Cloud Contact Center.

Contact Center 52

Contact Center Scorecard Innovation Customer Satisfaction 52

Fonolo

SEPTEMBER 20, 2022

Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time. . Essential Call Center Soft Skills. Make a soft skills scorecard that reflects the needs of your contact center.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Execs In The Know

OCTOBER 7, 2022

See The State of Contact Center Vendor Management PDF. VMOs realize that routine site visits aren’t worth as much as a robust governance model and scorecard based on mutual success. Design performance scorecards that drive the desired results. A performance scorecard that drives the desired results is vital.

Scorecard 98

Scorecard Government Contact Center CX 98

Customer Service Life

JUNE 10, 2019

I have two scenarios for you regarding contact center quality assurance. There’s been a bit of a debate among my peers in the contact center industry in recent years over the relevance of quality scores and there are a couple hotly contested issues. Image by Amanda Powers from Pixabay. Click here to read the original.

Contact Center 60

Contact Center Scorecard Customer Satisfaction Customer Service 60

DMG Consulting

DECEMBER 11, 2017

KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and performance.

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

Fonolo

AUGUST 4, 2022

You can come pretty close to this scenario—all you have to do is learn how to monitor your call center performance! Which Elements of the Call Center Should You Monitor? Agent performance measures how your contact center agents fare in their day-to-day work. How to Improve Contact Center Agent Performance.

Net Promoter Score 81

Net Promoter Score Scorecard Contact Center Customer Satisfaction 81

Fonolo

SEPTEMBER 8, 2022

After all, what is a contact center without happy customers? But nailing down the right quality monitoring process for your business will make all the difference to your contact center. What is Call Center Quality Monitoring? Depending on the size of your contact center, you might need to step up your tech game.

Contact Center 87

Contact Center Scorecard Social Media Technology 87

Taylor Reach Group

FEBRUARY 26, 2019

The process of implementing any new technology in your Contact Center can often be daunting. Researching Contact Center Technology Solution Providers. Be detailed and specific when developing your evaluation scorecard: Know how you will evaluate the RFP responses before you receive any. Where you will use it?

Contact Center 85

Contact Center Technology Technology Scorecard 85

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

DMG Consulting

OCTOBER 25, 2017

Contact Center KPIs: Less is More. Contact centers are typically complex operating environments that require many systems and applications to deliver an outstanding customer experience, cost effectively. I would like to receive the monthly DMG Newsletter. By Donna Fluss.

Contact Center 48

Contact Center Sales Customer Satisfaction Technology 48

DMG Consulting

SEPTEMBER 29, 2017

KPI Guide for Omni-Channel Contact Centers. Contact centers are highly complex operating environments with a lot of moving parts and activities. This KPI Guide for Omni-Channel Contact Centers presents and explains the most useful KPIs for managing customer service, sales and collections contact centers.

Contact Center 48

Contact Center Customer Service Sales Sales Scorecard 48

Taylor Reach Group

NOVEMBER 29, 2019

” Putting aside the fact that I completely agree with Helen that this is arrogant, it reminded me some of the things that contact center operators do that demonstrates that “we believe we know better than our customers.” ” Most contact centers have a quality assurance or quality evaluation team.

Scorecard 107

Scorecard Contact Center Customer Satisfaction Retail 107

DMG Consulting

FEBRUARY 12, 2019

is a critical key performance indicator (KPI) for contact centers, and has been one of the most common productivity measures since call centers began decades ago. Contact center stakeholders at all levels – agents, supervisors, managers, executives – need a holistic view of performance.

Scorecard 59

Scorecard Contact Center Social Media Customer Service Sales 59

Fonolo

FEBRUARY 23, 2022

For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. A Complete Guide to Call Center Security. Developing a successful call center security strategy isn’t a fast and easy process. Cybersecurity Training Sessions.

Contact Center 87

Contact Center Scorecard Compliance Technology 87

Taylor Reach Group

APRIL 8, 2021

Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! And the winner is ….

Contact Center 112

Contact Center Compliance Scorecard Start-ups 112

DMG Consulting

MARCH 2, 2021

The pandemic has had a dramatic impact on contact centers, most of which has been positive. As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future , COVID-19 has accelerated digital transformation by 2 – 6 years.

Contact Center 93

Contact Center Artificial Intelligence Scorecard AI 93

Taylor Reach Group

DECEMBER 11, 2019

The challenge lies in how you make you employees or in the case of a contact center, your agents happy. Some organizations employ re-earnable bonuses based on a balanced scorecard. contact center management). Motivation and Incentives. Contributing Factors.

Customer Experience 119

Customer Experience Contact Center Scorecard Customer Satisfaction 119

Inside Customer Service

JULY 29, 2021

My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog. There were over a thousand contact center agents pitching the credit card, but I found my Betty on a report.

Customer Service 148

Customer Service Scorecard Contact Center Start-ups 148

Execs In The Know

OCTOBER 11, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. has found that many organizations have already started evaluating processes to leverage competitive sourcing that will create high-performing contact center outsourced operations in 2022 and beyond.

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

Qualtrics

APRIL 17, 2021

Happy contact center agents mean happy customers. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward. To improve customer experience, contact center leaders need to first improve agent experience.

Scorecard 49

Scorecard Contact Center Customer Experience Customer Feedback 49

Customer Service Life

FEBRUARY 28, 2023

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform.

Contact Center 83

Contact Center Scorecard Customer Satisfaction Gaming 83

DMG Consulting

MAY 14, 2018

Answer: Here is a list of several best practices for contact center operations that include home-based agents: Invest time in hiring qualified agents. Ensure agents have access to their performance management reports, scorecards, QA evaluations and recordings to help them self-manage and improve their results.

Scorecard 48

Scorecard Text Analytics Contact Center Technology 48

Customer Service Life

MAY 11, 2022

Now, before you go thinking that this is a pro-Zendesk article that’s irrelevant to your customer support team or contact center, I believe that many popular support ticketing systems and knowledge base platforms offer similar technology to boost self-service.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

Callminer

FEBRUARY 21, 2018

Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology. He has more than 25 years of experience in leading and growing multi-site contact centers in different industries. The latter includes agents’ self-analysis scorecards.

Contact Center 210

Contact Center CRM Technology Technology 210

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Contact Center 120

Contact Center VOC Scorecard NPS 120

Customer Service Life

JUNE 3, 2019

Neither metric is mutually exclusive, requiring the right balance between the two to achieve the positive results you’re looking for in your contact center. Zappos got a whole lot of positive PR from that call, but I don’t recall many other contact centers making a serious run at the record.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Callminer

JULY 5, 2018

It is essential to understand that contact center efficiency includes more than the number of customer conversations, be in over the phone, chat, or social media channels that are handled daily. How can you improve contact center efficiency?

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

Execs In The Know

APRIL 7, 2024

So, it’s easier to celebrate the successes you find—you can just point at your scorecard and show off your stellar metrics. On the other hand, if you’re successfully solving a boatload of tickets, WFM helps to highlight that. Remember: WFM is a partnership.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Execs In The Know

FEBRUARY 16, 2023

And contact center and training leaders can also certify agent readiness to engage with live customers and prospects through their Simulation Scorecard and Immersion Call Listening. Agents use their newfound confidence and proficiency to deliver consistently superior customer and prospect experiences while hitting your KPIs.

AI 52

AI Scorecard Contact Center Compliance 52

DMG Consulting

AUGUST 20, 2018

Contact Center Management Is Both an Art and a Science. It’s alarming how many contact centers are managed without metrics, yet running a contact center strictly by the numbers is no silver-bullet solution either. In other words, contact center management is both an art and a science.

Contact Center 89

Contact Center Scorecard Start-ups Business Operations 89

Fonolo

JULY 27, 2021

Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. How to Foster Agent Engagement in a Hybrid Contact Center.

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Customer behavior across channels does not seem normal.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Myra Golden Media

JULY 15, 2019

Yet, many supervisors and managers do jus this – hand employees a scorecard and say “Good job” or “Do better.” You can’t review calls and give employees a score without talking things over with them and providing guidance. I use a 9-Point Coaching Strategy, but there are many approaches to coaching.

Scorecard 61

Scorecard Customer Experience Contact Center Customer Service 61

Intercom

AUGUST 12, 2021

We power voice, video, messaging, contact center, and the cloud across any device, anywhere in the world. You’re running a contact center or a support organization, and you’re like, “What are the most frequent feature requests?” Dan: You think of QA scorecarding for a lot of businesses.

Start-ups 111

Start-ups AI Omnichannel Sales 111