Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Where to get it: [link].

Contact Center 141

Contact Center Machine Learning Finance Healthcare 141

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

DMG Consulting

FEBRUARY 12, 2019

inbound/outbound calls, chats, emails, short message service (SMS)/text, messaging, social media, etc.) 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.

Scorecard 59

Scorecard Contact Center Social Media Customer Service Sales 59

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

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