There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience.
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”
If you’re a manager within a sizable workforce, you’ve likely heard of gamification.
The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful.
As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day.
Many contact centres underestimate the importance of onboarding agents well and the challenges they encounter.
The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.
As many countries around the world have been in lockdown, businesses that were offshoring contact centres have had to adapt quickly and find other ways to manage customer enquiries.
Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency.
Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work.
