System Implementation for Contact Centers: Eight Keys to Success
System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, & plan, front line feedback.
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Tag: call center analytics
CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Business Analytics
CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Business
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FCR Analysis for Improving First Contact Resolution – An Analytical Model
FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting & target
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from Operational Excellence to Value-Add: a Professional Partnership between a Contact Center and the Organization
A contact center forms a professional partnership with the organization by collecting customers’ input data as an important value-Add. By
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CSAT (Customer Satisfaction), Customer Retention As Internal Metrics of Quality Assurance for Contact Centers
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact centers, not for punishing
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How to prepare for changes in contact center hours of operation
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy, SLA &
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