DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Here are 8 primary categories of KPIs that should be used in a contact center to oversee all aspects of its performance: Cost – how much it costs to handle (resolve, sell, collect) each item. implementation process.)

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

Callminer

NOVEMBER 9, 2020

Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Customer behavior across channels does not seem normal.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Customer Service Life

SEPTEMBER 4, 2019

While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it comes to running a contact center. In this article, I’ll share six things to consider when creating a quality scorecard.

Scorecard 69

Scorecard Contact Center Customer Journey Map Compliance 69

Callminer

JULY 5, 2018

It is essential to understand that contact center efficiency includes more than the number of customer conversations, be in over the phone, chat, or social media channels that are handled daily. How can you improve contact center efficiency? Improve compliance.

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

Taylor Reach Group

APRIL 8, 2021

Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! And the winner is ….

Contact Center 112

Contact Center Compliance Scorecard Start-ups 112

Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.

Contact Center 52

Contact Center Compliance Net Promoter Score Customer Satisfaction 52

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem.

Contact Center 210

Contact Center CRM Technology Technology 210