KPI 101: Call Center Workforce Management Metrics
Start measuring performance by creating 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) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Call […]
Top 2022 CX Trends That Will Impact Your Holiday Season
The Importance of Regulatory Compliance in Business
All organizations must adhere to a set of guidelines, rules, and regulations that are specific to their industry as part of their operations. Violation of these standard regulations often results in lawsuits, federal fines, and social media backlash. But compliance is often a moving target. Government regulations change. Best practices evolve to meet changing technology. […]
5 Workforce Management Benefits for Contact Centers
Staffing numbers are critical in balancing costs and the quality of customer experiences. Workforce Management (WFM) is the discipline used to optimize cost and quality. WFM involves forecasting contact volumes by channel or interactions, staffing during the term, the production of schedules and reporting and analysis of data that allow management to deliver on its […]
What are the Benefits of an Inbound Call Center?
Inbound call centers have a large number of benefits, depending on your company and brand goals. In short, inbound call centers will be optimized to receive and resolve incoming customer communications, identifying customer needs and providing solutions that improve brand trust and loyalty. Who Needs Inbound Call Centers? Luxury brands leverage inbound contact center services […]
3 Luxury Brand Call Center Essentials
Managing call center operations for a luxury brand demands that you hold every component of customer service to a higher standard. Today’s consumers expect fast, precise problem resolution when they dial into a contact center, and according to Retail Doc, patrons of luxury brands are much quicker to take their business elsewhere if they feel […]
6 Factors to Consider When Outsourcing
Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? How much does outsourcing customer service cost? These are all relevant concerns that need […]
How to Improve the Call Center Customer Experience
When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience? Or that 32% of customers would stop doing business with a brand they loved if they had just one bad customer […]
KPIs for call centers: 8 critical metrics to track
When it comes to KPIs for your call center, one thing is for sure: less is more. You may not be so convinced. After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment […]
How BPO Call Centers Can Help Your Business
Is your business growing exponentially lately—or do you wish it was? Either way, it might be time to outsource your call center. A BPO call center can provide huge benefits for your business, while also being more cost-effective and freeing up time and resources within your internal team. But finding the right BPO call center […]