5 Essential Metrics Making Call Centers Successful

The abundance of information we are experiencing in society actually makes it hard to winnow what’s useful and important from what's not. Thanks to call centers. They keep fetching a vast range of data through calls. However, some of that proves helpful in finding out what will improve their service quality for better customer satisfaction.

Five key benchmarks for information processing were identified in a study conducted by a group – ICMI, top-performing contact centers and top industry...

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Intelligent Virtual Assistant Software in the Contact Center

Companies have moved past traditional forms of self-service, like knowledge bases and forums, to more enhanced and intelligent applications, like intelligent virtual assistant (IVA) software. Opus predicts that companies will invest approximately $700 million in IVA technology by 2016. While IVAs are not intended to replace human agents, they can take some of the pressure off the contact center by gathering in-depth information about the customer and transaction.

In the past, IVA software users...

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How Contact Centers Benefit from Quality Assurance Programs

Contact center quality assurance (QA) programs are designed to give customers consistently superior service when they contact an agent or when an agent contacts them. These programs assess the agent and spot trends in contact center performance. Since customers use a wide range of channels to contact businesses, QA programs have to monitor performance across all of those channels.

Quality Assurance Software and Agent Monitoring

QA software can capture information including time and date,...

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8 Tips for Enabling Contact Center Agents

The role of the contact center agent may seem straightforward at first: to field customer communication and resolve issues as quickly as possible. For the enabled agent, though, the job is more extensive than that. Additional trust and responsibility means a more substantial role for the agent and better service for the customer.

1. Allow agents to set their own goals, which will make them feel more invested in their job. This doesn’t have to be a replacement for goals set by the contact center,...

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First Contact Resolution Best Practices

First contact resolution (FCR) is one of the key performance metrics of any contact center. FCR is an integral performance indicator, for both the customer experience and for determining the operational efficiency of the contact center. Several factors are responsible for FCR, including complexity of transactions, agent experience, quality of agent training and the tools that the contact center uses. Consider incorporating the following FCR best practices into your strategy.

1. Analyze the repeat...

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Benefits of Speech Analytics for Contact Centers

Analytics software lets companies get unstructured data following customer interactions. This is one of the best ways to gain insight about the customer. The software also leads to a better customer experience as well as gives the brand more of a competitive advantage. Contact center management can understand what their customers are thinking and find out how well their agents are performing.

Improving the Customer Experience

Software will mine and analyze audio data to detect emotion and stress...

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Human Touch or Human Error: Supporting Live Agents with the Right Tools

Critics of intelligent virtual agent, also known as Virtual Customer Assistant (VCA), technology often emphasise the fact that these solutions eliminate the human touch, and without that human interaction organisations are missing out on a key opportunity to build relationships and loyalty with customers. However, they often fail to recognise the role VCAs can play in supporting human interactions. When the ‘human touch’ isn’t properly supported, the organisation leaves the door open for human...

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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

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Contact Center Software Features to Improve the Customer Experience

Contact center software should offer features that enrich the customer experience.  The following features should be considered.  

Callback or Voicemail from Queue

Instead of waiting for the next available agent, many customers are happy with opting to have an agent call them back when it would normally be their turn in the queue. Once a caller is placed in the queue, they are given an option to continue waiting or to be called by an agent. If the caller also wants to leave a message for a...

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Contact Center Dashboard and Metrics

Software is an essential component of a high-volume contact center. From being an important element of sales to managing complex tickets, CRM dashboards and metrics play a vital role in your contact center.

3 Important Types of CRM Dashboards

1. Key Performance Indicators Dashboard

The KPI dashboard allows the contact center to identify trends using data that’s been collected over a long period of time. Relevant metrics include average seconds to answer, call resolution, cost per contact, and...

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Tips to Improve First Call Resolution

According to the Service Quality Measurement Group, first call resolution (FCR) has the largest affect on customer satisfaction. FCR should be one of your contact center’s top priorities - according to Customer Relationship Metrics, caller satisfaction rate drops by 35-45% when a second call is made concerning the same problem. These four tips will help your contact center solve each customer’s problem the first time you speak with them.

1. Educate Contact Center Agents

Provide agents with the...

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Contact Center Metrics That Actually Measure the Right Results

Metrics are an excellent barometer for measuring and monitoring call center results, as well as finding areas for improvement. However, is your contact center measuring the right results? Are you identifying the correct opportunities? Stats are available around-the-clock, offering plenty of chances to waste your time measuring the wrong data. Consider the following common metrics when determining what’s best for your specific contact center.

Average Handle Time

Average Handle Time (AHT) is the...

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7 Best Practices for Contact Centers

There’s a big difference between an average contact center and a world class one, much of which has to do with First Call Resolution (FCR). The following best practices can help take your call center from great to top notch.

1. Return on Investment (ROI) Awareness

What happens if a problem isn’t solved during the customer’s first contact? Not only can this affect operational savings, but the customer could stop doing business with the company altogether. The cost of not effectively managing FCR is...

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How to WOW Your Customers

Your Call Center may be the only contact your customers have with your company. Below are six ideas to help ensure customer satisfaction:

Care. Your Contact Center employees care. Their managers care. But what about the rest of the organization?  CEOs, CFOs and others in the organization should  reach out to their Contact Center employees and let them how valuable a part of the organization they are. Set Goals. If you want to improve the customer experience, make it a point to establish... continue reading this post »