A transition from one contact center vendor to another can present a significant challenge when it comes to contact centre reporting tools and metrics.
As we move into 2021 and the contact center world gets to grip with the realities of a home-based workforce and the changing nature of customer contact, here are a few ideas that should be thought of as belonging to the same era as the cassette tape and the Motorola Carphone/brick...
A successful contact center sets and maintains an appropriate balance of speed and quality objectives, appropriate to their business goals. But keeping a proper balance is not easy. This blog looks at how balance is set.
To deliver the best value for the organisation and the highest satisfaction for customers, agents must be effective. But how do you gauge how effective they really are?
Supervisors must monitor a range of KPIs to measure agent performance and productivity. But use of email, chat, SMS, etc throws up many challenges to accepted methods.
The Customer Effort Score (CES) has been found to be an accurate indicator of customer satisfaction and loyalty. Here we look at what might comprise a CES, and what could be done to optimise it.
A key process for growth in any business is that of measuring success against target. The challenge is to distill the vast sea of data into meaningful measures that can then prompt action.
Data produced by virtual/ cloud-based contact centers has the potential to grow massively in a short time, and is virtually unlimited. Managers must carefully consider how to cope with, and extract value from, this big data load.
The needs of a call center supervisor are similar to those of a pilot in thick fog. In order to fly without fear of disaster, he must have instant access to up-to-the-minute metrics.
Hands up who’s bought a predictive dialer on the basis of a manufacturer’s claims, without getting independent verification of performance. This can mean big trouble, if compliant predictive dialing is required.