1. Average Speed of Answer Tracking the average speed of answer helps the call center monitor its efficiency by understanding how long customers are waiting to obtain assistance. This KPI is directly
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Best Practices of Inbound Call Centers
#1: Evaluate Brand Specialists During the Interview Process Give new hires an opportunity to demonstrate key skills in their interview. This can range from skills assessments to personality tests to role playing
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Customer Service Roundup: Mixing the Human Touch with AI in the contact center
What does the human touch mean to customers when they call the contact center? Direct contact with a human is luxurious. It comforts, engages and gives the customer a personalized experience, according
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Better Customer Service, Faster Business Growth and Increase in Revenue: Ways a Call Center Can Benefit Your Business
When considering whether to obtain contact center outsourcing services for your company, you have questions. How would my business and customers benefit from a call center? How will it impact my bottom
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Optimizing Your Customer’s Chat Experience
Chat popularity continues to increase due to customers’ preferences for immediacy and convenience. According to ICMI research, more than half of the customers surveyed prefer to interact with companies via live chat
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5 Tips for Engaging Your Team with Motivational Games
Using games in the contact center can change associates’ behavior, by boosting motivation, engagement and performance. More importantly, it creates fun! Games can even be used as a wanted distraction during more
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5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation
This week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. Thursday’s Tip 4 was: Map Your
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5 Tips for Structuring a Successful Contact Center QBR. 4: Map Your Strategy
The fourth tip in this week’s Best Practices blog, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), is: Map Your Strategy, which follows. Wednesday’s Tip 3 was: Examine performance with
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5 Tips for Structuring a Successful Contact Center QBR. 3: Examine Performance
The third tip in our Best Practices series this week, Structuring a Successful Contact Center Quarterly Business Review (QBR), is: Examine performance with core KPIs, supporting metrics and observations. Tip 3 follows. Yesterday’s blog
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5 Tips for Structuring a Successful Contact Center QBR. Tip 2: Approach
In preparing your contact center Quarterly Business Review (QBR), the topic of our weekly Best Practices blog, design an effective approach that encompasses the required scope. Tip 2, which follows, suggests a past-present-future
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5 Tips for Structuring a Successful Call Center QBR. 1: Know Your Audience
A Quarterly Business Review (QBR) is a scheduled opportunity for contact center and client operations executives to review a snapshot of the business. A QBR tells the story of an account’s quarterly
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Benefit 5: Leverage Data of Workforce Management
The final installment of our latest Best Practices series, “5 Benefits of Workforce Management for the Contact Center“, is Benefit 5: Brand Specialists Leverage Data, below. The focus of our last blog
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Benefit 4: Operations Management Provides Reporting of Workforce Management
Benefit 4 of this week’s Best Practices series, “5 Benefits of Workforce Management (WFM) for the Contact Center”, explores reporting, below. In our last series, we talked about Benefit #3: looking at
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Benefit 3: Real Time Analysis Provides Efficiency Gains of Workforce Management
Our Best Practices blog, 5 Benefits of Workforce Management (WFM) for the Contact Center, continues today with Benefit 3: Real-Time Analysis Provides Efficiency Gains. Yesterday, we focused on Benefit 2: Boosts Effectiveness
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Benefit 2: Boosts Effectiveness by Aligning Schedules of Workforce Management
Earlier this week’s latest Best Practices series, “5 Benefits of Workforce Management for the Contact Center“, we spoke about Benefit 1: Forecasting Drives Service Levels. The second of five benefits of Workforce Management (WFM)
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Benefit 1: Forecasting Inventory Optimization of Workforce Management
Contact Center staffing numbers are critical in balancing costs and the quality of customer experiences. Workforce Management (WFM), the focus of our Best Practices series this week, is the discipline used to
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Seek Commitment to Implement Net Promoter Score
Setting up a Net Promoter Score system in your business is a process that goes well beyond simply asking the single NPS question, On a 0 to 10 scale, how likely is
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Tip 5: Honor the Customer Wishes For Customer Retention
The last tip in our Best Practices series about Customer Retention in the Contact Center, Tip 5 discusses how to honor the customer’s wishes. Thursday’s blog looked at Tip 4, offering appeasements.
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Tip 4: Offer Appeasements For Customer Retention
Today’s Best Practices blog on Customer Retention in the Contact Center explores how to offer appeasements in Tip 4, which follows. Wednesday’s Tip 3 focused on creating opportunities to ‘save a customer.’
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Tip 3: Create Opportunity to “Retain Customers” for Customer Retention
Our Best Practices blog on customer retention strategies in the contact center moves to Tip 3, Create the Opportunity to ‘Retain Customers’ which follows. Tuesday’s blog focused on Tip 2: Design Customer
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