Day: May 18, 2016

Top 9 Contact Center Metrics to Measure According to Contact Center Pros

When a group of contact center professionals were recently asked by Jonty Pearce for the most important metrics that should be measured in a contact center, they came up with some interesting answers. Interestingly, most of the metrics they chose, focused on quality rather than efficiency.Check out these top 9 contact center metrics according to …

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5 Pre-Requisites For Optimizing Self Service Customer Experience Strategy

It is said that God helps those who help themselves. In a customer centric industry, like a call center, managers and agents get to play a god-like role. Don’t agree with me? That is Okay. Why would you? It has been taught throughout your training programmes that ‘Customer is the King’, ‘Customer is always right’ …

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How to Reduce Time Spend by Call Center Agents on Data Entries

Studies have shown that about 12.5% of a call center agent’s time at work is devoted to after-call or data entry tasks. This takes away a big chunk from the bottom line of call centers as about £2.6 billion worth of money is wasted every year, as stated by ContactBabel. However, wasted time is not …

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