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

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

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

Callminer

FEBRUARY 21, 2018

Keep reading to find out what our pros had to say about the biggest mistakes you could be making when it comes to comparing and purchasing call center monitoring software – and how to avoid them. Able to adapt with the future additions and expansions of your other service bundles. Call centers must keep in mind…”. Peter Abah.

Contact Center 210

Contact Center CRM Technology Technology 210

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. Continuously improving the content.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

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. Authentic or bust!

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

Execs In The Know

FEBRUARY 16, 2023

From the largest banks and insurance providers to leading telecommunications, travel, and technology organizations, companies around the globe are using Zenarate simulation training to develop confident top-performing agents. Putting Simulation Training to Work How can you add Zenarate simulation training to your agent training curriculum?

AI 52

AI Scorecard Contact Center Compliance 52

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. From my point of view, the most useful customer service interview question for managers is…”.

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. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom

AUGUST 12, 2021

After all, as he points out, in a successful organization, the teams responsible for customer success and support tend to manage and influence more revenue opportunities than the field sales team – and if your customer service isn’t good or you’re not looking at CX from a holistic point of view, these chances of expansion are slim to none.

Start-ups 111

Start-ups AI Omnichannel Sales 111

Callminer

NOVEMBER 9, 2020

Organizations need to be prepared to effectively combat call center fraud. Scammers are armed with advanced technology and access to private user data obtained through illicit channels. Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

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

SEPTEMBER 5, 2017

Technology systems that provide pre-recorded disclosures and automated statement delivery that is integrated with each call can make onboarding processes much easier. She has a command to write on call center software and new technologies used in contact centers. In her free time, she writes literature.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Zendesk

APRIL 28, 2023

Your AI Agent Your AI Agent (Support) from Infinite Hooray is designed to take customer service efficiency and service experience to the next level. 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