Contact Center Management Archives

January 19, 2023January 19, 2023 by Leigh McKenney

5 Ways Call Center Analytics Improve Remote Working

Call center analytics are designed to provide insight into the overall performance of your call center, including adjusting how you manage your workforce and how this impacts the overall customer experience–regardless of where your agents work from. Successfully managing a fully remote or hybrid call center becomes more achievable with relevant insights from your customer interaction data. Let’s look at 5 ways call center analytics can improve remote working for your employees and create better customer outcomes.

December 21, 2022January 11, 2023 by Azure Beatrice

10 Ways Contact Center Managers Can Benefit from Enhanced Analytics

Are you making the most of your data? Contact center analytics take your customer call and interaction data, and transform it into actionable insights you can use to hone the performance of your agents and your overall operation. Your contact center is a direct interaction point for customers, and there’s a wealth of information from every engagement. It’s easy to underestimate how vital this data is, which is why we’ve brought together these 10 key benefits for call center and contact center managers.

in Agent Performance / Analytics and Reporting / Customer Experience / Data Analytics / KPIs / Reporting

December 8, 2022January 11, 2023 by Michele Cuchra

4 Agent Performance Tracking Metrics You’re Overlooking

Your call center’s success depends on employing agents who can satisfy customer needs effectively and efficiently. Tracking agent performance metrics gives you a data-driven strategy for measuring your agents’ activity and contribution to the customer experience. Below we’ve listed four metrics that your team leaders may be overlooking, or at the very least, underestimating, for call center agent performance.

November 30, 2022January 11, 2023 by Leigh McKenney

4 Ways To Boost Customer Engagement With Analytics

Contact center analytics offer your organization deeper customer engagement insights than standard sales and revenue figures. By tapping into the nuances of daily customer conversations and interactions, you can maximize the potential of the Voice of the Customer (VoC) with a compilation of callers’ needs, wants, and expectations via a single reference point. Here are 4 ways better analytics can easily improve your customer engagement.

November 15, 2022January 27, 2023 by Azure Beatrice

8 Metrics to Improve Call Center Operations

Call center metrics are key indicators used to measure and assess the efficiency of call center processes. Every organization uses its own set of metrics according to its standards and policies. The operations manager uses the insights gained from these metrics to know staffing requirements, analyze recent trends, and even identify peak hours. Let’s further explore these 8 call center metrics that help track how an organization is meeting its goals.

November 4, 2022November 4, 2022 by Leigh McKenney

Managing High Call Volumes During the Holidays

You guessed it, it’s that time of year again. Contact center leaders across all industries are preparing their teams for the inevitable spike in customer calls and digital interactions in the coming weeks. If this holiday season is anything like last year’s, customer service teams should brace themselves. In fact, contact center call volume was up 41 percent year-over-year during the five days between Thanksgiving and Cyber Monday in 2021. This year could break all records. The question is: Are your contact center agents ready for the holiday season rush?

October 27, 2022October 27, 2022 by Azure Beatrice

Elevating Your Call Center Reporting for 2023

Changes in technology and consumer expectations will influence how successful call centers operate in 2023 and beyond. You can stay ahead of emerging trends by refining your call center reporting strategy and making adjustments to metrics as needed. Of course, you’ll get the best results when you focus on the call center metrics that matter most to today’s consumers. Consider these call center reporting tactics to stay on top of performance and customer satisfaction benchmarks in the coming year.

October 12, 2022October 14, 2022 by Michele Cuchra

5 Things To Consider When Building Your Contact Center Dashboard

Building contact center dashboards can be grueling and for a good reason. These dashboards must highlight correct, relevant, and up-to-date information in order to best inform your teams. But with the sheer volume of interaction data available, one can easily get lost in the details. When building your dashboards, follow these tips to ensure the most critical data is visible and actionable at a glance.

October 6, 2022 by Azure Beatrice

5 Easy Ways To Improve Customer Experiences in Your Call Center

According to a customer service study, 72% of customers will tell six or more people if they have a satisfying experience with a company. Meaning, a single bad interaction with your organization’s call center team could not only risk your customer loyalty but also customer referrals and positive word of mouth. Here are 5 easy ways to improve your call center operations and enhance your customer experience.

September 30, 2022January 11, 2023 by Leigh McKenney

What is Average Speed of Answer, and Why You Should Be Tracking It

An abundance of key metrics can be used to gauge the efficiency of an organization’s call center or contact center operations. The Average Speed of Answer is often one of the most popular metrics to measure, but can also be challenging to decipher. At the basic level, Average Speed of Answer is about finding the fastest path to answering a customer’s questions.

in Agent Performance / Analytics and Reporting / Call Center Best Practices / Data Analytics / KPIs / Reporting / Updates

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