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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KPI 101: Metrics every call center should know
Get started to measure performance and create a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs)
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Report Effectiveness to Implement Net Promoter Score
The final installment in our Best Practices blog this week, 5 Steps to Implement Net Promoter Score, is Step 5: Report on the Effectiveness of Improvements. Thursday’s blog featured Step 4: Prioritize
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Prioritize Improvements for Net Promoter Score (NPS)
Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been identified and implement them. Our Best Practices blog yesterday focused on Step
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Measure and Analyze Your Net Promoter Score
Setting up a Net Promoter Score system in your business is a process that goes well beyond asking a question. Today’s installment of our latest Best Practices blog, 5 Steps to Implement
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Create the Best NPS Questions to Implement Net Promoter Score
As you implement Net Promoter Score in your business, the questions on your survey require time and thought to design. Step 2 of our Best Practices blog this week, below, gives you
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Transform the Experience That Drive Positive Net Promoter Score
This week’s Best Practices blog on using a strategy of transformational experience to drive positive Net Promoter Score (NPS), concludes with Transform the Experience. Step 5 follows. Thursday, Step 4 discussed Exceed
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Exceed Expectations That Drive Positive Net Promoter Score
Driving Net Promoter Score (NPS) using the strategy of transformational experience has been the topic of this week’s Best Practices blog. Step 4: Exceed Expectations, below, is an important one in the
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Step 3: Solve and Deliver Positive Net Promoter Score (NPS)
The third step in our Best Practices series on a strategy of driving Net Promoter Score using the elements of transformational experience is Solve and Deliver, discussed below. Step 2 focused on
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Assess and Consider Positive Net Promoter Score (NPS)
The first installment of our Best Practices series this week on driving a positive Net Promoter Score (NPS) through the transformational experience addressed Step 1, engaging the customer. Step 2, which follows,
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Listen and Engage to Drive Positive Net Promoter Score
Net Promoter Score (NPS) is a measure of customer loyalty in the contact center, captured through post-engagement surveys. It is based on customer answers to the question: How likely is it that
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Meeting the quality assurance challenge
One of our contact center teams tells the story of how it challenged its quality assurance process recently – and won. Since putting its new system in place, the team has exceeded
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The Evolution of Workforce Management in the Contact Center
Optimizing the productivity of the contact center workforce is a task that every manager must fulfill on a daily basis, and something that simply cannot be done alone. In fact, contact centers
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3 Unrivaled Benefits of Call Recording in the Contact Center
To maximize customer satisfaction and build a strong brand reputation for service, a contact center must commit to long-term enhancement. This requires managers to implement digital tools that directly promote a better
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Measuring Success: 8 Must-Have Call Center Metrics
Gauging the effectiveness of a call center strategy is one of the biggest challenges in a manager’s job description, but it’s also a key responsibility in the development and improvement of a
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Quality Assurance in the Contact Center: 3 Must-Do’s
An attitude of continuous improvement and development is the factor that separates exceptional call center services from the rest, and at the core of these efforts is a company’s commitment to quality
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