Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”. Employee engagement.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

Fonolo

FEBRUARY 13, 2019

Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. This year’s edition is based on questionnaires answered by 222 contact center managers and directors, and weighs in at a healthy 363 pages!

Contact Center 57

Contact Center Technology Technology Customer Service 57

Fonolo

JANUARY 14, 2020

It’s one of our favorite places to learn about every facet of consumer-first business management. Top Pick: Promoting a digital-first mentality throughout the contact center. Peter Lavers is a customer experience blogger and CRM expert, and one of the world’s top influencers in customer experience management. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Ameyo Callversations

SEPTEMBER 16, 2021

Case Management Model & Notation (CMMN) is essentially a graphical notation primarily used to apprehend methods of working that revolve around the handling of cases, requiring various activities to be performed to facilitate completely unpredictable solutions. Let’s talk a little bit more about CMMN and BPMN. What Is CMMN?

Case Management 93

Case Management Education Contact Center 93

Intercom

OCTOBER 10, 2024

I’ve been in this space for 18 years and typically, support is saddled with dated and clunky home-grown case management tools. In terms of implementation challenges, the biggest one for us was change management. Cost to serve: AI is perfect for those really basic, low-complexity/education questions.

AI 96

AI Innovation Customer Service Start-ups 96

Execs In The Know

MARCH 22, 2023

It is an opportunity for our industry’s best and brightest to share, in their own words, their insights on these preliminary results to educate our readership. Do they shadow contact center agents to keep a pulse on the experience and most common contact topics? At Shipt, growth is something that involves everyone.

CX 52

CX Contact Center Education Start-ups 52