Ten Dumb Things Smart Contact Center Management & Executives Do
This is my top ten list of really dumb things that smart call and contact center management and executives do.
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Category: CX Consulting
Ensure a Higher CSAT Level with Ownership, Emotional connection, and Feedback
CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather than a profiting machine. Original
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Root Cause Analysis in the Contact Center
Root cause analysis for contact centers require experienced ApeCX experts who have conducted full life-cycle customer experience assessment. By: Colin
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Schedule Adherence Calculation for Contact Center Agents
Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence
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Operational Indicators – Service Levels, ASA & Occupancy Rate
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX leadership. By: Turaj Seyrafiaan
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Call Center Occupancy Optimization Leads to Workforce Efficiency & CSAT
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call Work)/Total Logged-in Time.
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