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. Active listening to customer questions and concerns. Set goals for soft-skill improvement. .

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

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

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

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

Fonolo

SEPTEMBER 8, 2022

The main goal is to ensure your customers are receiving consistent, top-notch service and customer satisfaction (CSat) scores are high. After all, what is a contact center without happy customers? What is Call Center Quality Monitoring? Develop a quality monitoring scorecard for your team.

Contact Center 87

Contact Center Scorecard Social Media Technology 87

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. Email This field is for validation purposes and should be left unchanged. By Donna Fluss.

Contact Center 48

Contact Center Sales Customer Satisfaction Technology 48

Qualtrics

APRIL 17, 2021

Happy contact center agents mean happy customers. Customer experience is more important than ever. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward. An agent scorecard can help here.

Scorecard 49

Scorecard Contact Center Customer Experience Customer Feedback 49

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

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. Cyberattack Response Plan.

Contact Center 87

Contact Center Scorecard Compliance Technology 87

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

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

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. You can also watch our State of the Vendor Management Organization webinar , which features leaders from Hilton and USAA discussing their latest vendor management experiences. Average response time (ART).

Contact Center 98

Contact Center Scorecard Touchpoint Technology 98

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

Callminer

FEBRUARY 21, 2018

When looking at new infrastructure they need to look at how the changes in the marketplace can improve the way they run their business and improve the employee and customer experience – not simply replicate/improve what they have. Burns Blackwell. TerminixTriad. Burn Blackwell is the President & CEO of Terminix Triad.

Contact Center 210

Contact Center CRM Technology Technology 210

Customer Service Life

MAY 11, 2022

For email support, AnswerBot sends helpful article suggestions in the new ticket autoresponse via email, allowing customers to self-solve their issues without the assistance of a human. In this article, I’ll talk about my journey with this technology and share four lessons learned while working to improve customer self-service.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

Callminer

JULY 5, 2018

When they don’t receive consistent performance feedback, agents often experience burnout and lose their drive to perform efficiently resulting in agent churn and poorer customer experiences. How can you improve contact center efficiency?

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

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

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Execs In The Know

FEBRUARY 16, 2023

And an immediate turn-around in skill proficiencies – delivering improved empathy, customer satisfaction, active listening, and all the other actions we want them to practice for improved customer experiences.”

AI 52

AI Scorecard Contact Center Compliance 52

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

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

Myra Golden Media

JULY 15, 2019

Develop Standards and Objectives for Customer Experience. Develop Standards and Objectives for Customer Experience. Yet, many supervisors and managers do jus this – hand employees a scorecard and say “Good job” or “Do better.” Define the Problem You Need to Solve.

Scorecard 61

Scorecard Customer Experience Contact Center Customer Service 61

Callminer

NOVEMBER 9, 2020

Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience. This 360-degree visibility forms the foundation of true omnichannel service and a gateway to fully understanding a customer’s journey.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Intercom

AUGUST 12, 2021

Few people are better advocates for a unified view of the customer experience than Dan O’Connell. In this episode, Bobby Stapleton , our own Director of Customer Support, sat down with Dan to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one.

Start-ups 111

Start-ups AI Omnichannel Sales 111

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why?

Sports 62

Sports CX Scorecard Touchpoint 62

Fonolo

SEPTEMBER 28, 2021

To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

Customer Service Life

SEPTEMBER 7, 2018

Let’s pause for a moment and acknowledge that the proposition of cutting quality assurance — a resource-intensive process in most contact centers — and allowing customers to handle it would certainly be attractive to many contact center leaders.

Customer Satisfaction 97

Customer Satisfaction Contact Center Scorecard Customer Feedback 97

Zendesk

APRIL 28, 2023

Review agent tickets with a side-by-side QA scorecard view within Zendesk, turn your agent QA score into a trusted KPI to measure agent performance and career progression, and identify training gaps for agent coaching opportunities. Nautilus Talk (Support) is a powerful phone integration that adds the calling part into the customer journey.

Innovation 52

Innovation Scorecard Invoicing Contact Center 52

Qualtrics

APRIL 17, 2021

In contact centers, agility is a critical quality. A truly agile workforce can flex around changing contexts and customer demand. But how do contact center leaders build empowered, agile teams? It’s an attractive quality, and one that visionary contact center leaders are prioritizing.

Scorecard 26

Scorecard Contact Center CX Start-ups 26

Zendesk

DECEMBER 30, 2020

Better understand your prospects and their behaviors to understand what drives them, and create more meaningful selling experiences. Wootric (Support) is the customer experience management platform for maximizing customer lifetime value. Call routing, monitoring, and evaluation in one tool.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

DMG Consulting

JULY 26, 2017

While it’s true that outstanding representatives start with excellent interpersonal skills, strong customer service and/or sales acumen, a comfort level in using systems and applications, and the ability to multi-task, this is just a small portion of what makes them great. The Making of Great Agents (whitepaper). By Donna Fluss.

Sales 67

Sales Customer Service Scorecard Contact Center 67

Callminer

SEPTEMBER 5, 2017

She has a command to write on call center software and new technologies used in contact centers. Jack Barmby, 25, is Founder & CEO of Gnatta , a market leading customer technology platform. Jack is also Founder & CEO of FM Outsource, an award-winning digital customer service outsourcing solution.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. One of the best customer service interview questions for managers is…”. Levi Olmstead.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. One of the best customer service interview questions for managers is…”. Levi Olmstead.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Taylor Reach Group

NOVEMBER 18, 2019

More and more contact centers see the value of Quality Assurance in improving their operation both in terms of efficiency and effectiveness. This internally focused approach could be in conflict with what customers feel and experience. By Turaj Seyrafiaan.

Customer Satisfaction 18

Customer Satisfaction Contact Center Scorecard Compliance 18