Fonolo

AUGUST 4, 2022

Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Customers feel satisfied and drive up net promoter scores. Stakeholders are happy with your quarterly reports and ability to meet call center goals. Which Elements of the Call Center Should You Monitor?

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

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. Don’t fret — the simple suggestions and methods discussed in this guide will get you started. Hurt people hurt people, and happy people help people.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 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

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

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. When they were, a little box popped up on the agent's screen that prompted the agent to offer the card. Would you like to sign up?" Who is a Betty?

Customer Service 148

Customer Service Scorecard Contact Center Start-ups 148

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. Whether you’re a new manager or a seasoned pro brushing up on the fundamentals, this guide is for you.

Scorecard 150

Scorecard Start-ups Customer Satisfaction Social Media 150

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. GoTo Resolve GoTo Resolve (Support) lets you start a one-click support session that appeases your customers.

Innovation 52

Innovation Scorecard Invoicing Contact Center 52

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. Start by answering the new, unique questions customers ask.

Artificial Intelligence 100

Artificial Intelligence Scorecard Contact Center Customer Satisfaction 100

Execs In The Know

APRIL 7, 2024

That way, they can see how they are doing and can start relating their work to how well they are contributing to the team’s goals. Example: One specialist is working with their manager to get their productive hours up, but they have been spending extra time on unproductive tasks reflected in their general task usage.

Scorecard 52

Scorecard Start-ups Education Customer Experience 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

Qualtrics

APRIL 17, 2021

In contact centers, agility is a critical quality. But how do contact center leaders build empowered, agile teams? It’s an attractive quality, and one that visionary contact center leaders are prioritizing. Why do contact centers need agile workforces? What does an agile workforce look like?

Scorecard 26

Scorecard Contact Center CX Start-ups 26

Execs In The Know

FEBRUARY 16, 2023

It starts by connecting with Zenarate’s awesome simulation training team. We approach your success by starting with the end in mind – by first identifying your Top 3 KPS and then building simulation training stories with soft skills and your best and required practices to improve your KPIs. Guest blog post written by Zenarate.

AI 52

AI Scorecard Contact Center Compliance 52

Callminer

SEPTEMBER 5, 2017

Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. She has a command to write on call center software and new technologies used in contact centers. What kept me up at night were bad reviews…”. Call Center training is imperative for a company to succeed and continue to grow. Lindsey Havens.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Intercom

AUGUST 12, 2021

Most companies end up with a variety of tools that don’t really play nicely with each other. We power voice, video, messaging, contact center, and the cloud across any device, anywhere in the world. And it became very evident that we could suddenly understand these conversations and start to understand voice as a dataset.

Start-ups 111

Start-ups AI Omnichannel Sales 111

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. More specifically, he needs to be able to come up with a coherent overarching strategy for CS.

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. More specifically, he needs to be able to come up with a coherent overarching strategy for CS.

Customer Service 182

Customer Service Start-ups Education Gaming 182