In today’s ever-evolving business landscape, the success of your contact center or customer service team hinges on one critical factor: agent productivity. Your agents are the frontlines of your organization’s customer interactions and play a pivotal role in shaping customer satisfaction, loyalty, and overall brand perception. To stay ahead in this competitive arena, it’s essential
Do you know the secret mantra of any B2C enterprise or contact center team? Ask anyone who cares about revenue generation, revenue collections, or contact center ROI and this is what you’ll hear, “Right customer in the right place at the right time.” This is the baseline requirement of customer engagement for Sales, Collections, or
Running a successful contact center requires a delicate balance of efficiency, effectiveness, and productivity. The key to achieving this balance lies in ensuring that your contact center agents are equipped with the right tools, skills, and support to excel in their roles. As a contact center manager or supervisor, it’s essential to regularly assess and
Editor’s Note: Updated with new data references as of May 2023 Do you know the secret mantra of any B2C enterprise or contact center team? Ask anyone who care about revenue generation, revenue collections or contact center ROI and this is what you’ll hear: “right customer in the right place at the right time”. This
Average Handle Time impacts contact center KPIs from customer satisfaction to operational efficiency and agent effectiveness. It provides insight into the value of employee training programs, standard processes & resources. AHT plays a defining role in improving the customer experience and indicates an agent’s preparedness for successfully helping customers, winning a sales call, successfully collecting
Businesses of all sizes are striving to provide proactive service but remain challenged to deliver it. Gartner found in its latest consumer survey that only 13% of customers are relishing it. This is a huge issue for brands with proactive service being now a primary driver of a great customer experience (CX). Two challenges are
Technology has a big part to play in our personal and professional lives. Right from the use of the wheel for transportation, or the telephone for communication, up until the use of artificial intelligence across disciplines, it has made things so much simpler. Likewise, every industry, whether it’s banking, education, telecommunication, or healthcare, has seen