Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call ...
Customer satisfaction increases business growth with loyal customers repeat buys of larger and more amounts of goods &am...
Average handle time (AHT) gives insights on how to improve CX efficiency, self service, Interactive Voice Response (IVR)...
AHT (average handle time) can stay in the way of improving call center First Contact Resolution (FCR). By: Turaj Seyraf...
Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, C...
Quality assurance 3 key factors for a contact center and CX support: simplicity, actionable feedback, and monitor and re...
Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer e...
