Case Study: Anticipate and Resolve Challenges in Redesign a Large-scale Contact Center
CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to keep
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Blog
Expert-written guidance on contact centers, outsourcing, AI in customer experience, and the metrics that actually move the business.
Contact Center Costs – FCR (First Contact Resolution)
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT customer satisfaction level.
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Advanced Contact Center Metrics – Speed to Competency
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, AHT and productivity.
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Contact Center Training and Development Costs
Although contact center training and development costs can be in hundreds of thousands of dollars, it is an investment with
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Contact Center Employee Attrition, Recruiting, and Training Costs
Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employee retention saves costs.
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How to Supervise and Bond with Call Center Employees
How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both supervisors and
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