contact center metrics

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eBook: How An Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service

Published By: Genesys     Published Date: Jul 27, 2016
Download this eBook to learn: What is an omnichannel agent desktop and how it can help transform customer experience Five capabilities to look for in an omnichannel desktop Success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and NPS
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys

White Paper: Is Queue-Based Routing Sabotaging Your Contact Center?

Published By: Genesys     Published Date: Jul 27, 2016
This white paper discusses how you can: • Overcome limitations of queue based with orchestrated routing • Design personalized, low-effort, end-to-end customer journeys • Match your customers with the best available resource at the right time in the right channel
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys

IDC MarketScape: Worldwide Contact Center Infrastructure Vendor Assessment

Published By: Genesys     Published Date: Jul 27, 2016
Customer service has been, and will continue to be, a central concern for most companies. Designing and delivering a positive customer experience relies heavily on the framework and capabilities of your call center or contact center, specifically the ability to support omnichannel interactions. The IDC MarketScape examines 12 key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer term strategies that impact their ability to service customers and gain market share going forward.
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys

Forrester Study: The Total Economic Impact of the Genesys Omnichannel Engagement Center Solution

Published By: Genesys     Published Date: Jul 27, 2016
The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from their investment in the Genesys Omnichannel Engagement Center Solution.
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys

The Omnichannel Customer Engagement Playbook

Published By: Genesys     Published Date: Jul 27, 2016
Your Guide to Delivering Seamless, Personalized Customer Experiences across Digital and Voice Channels
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications
    
Genesys

Tip Sheet: Building the Business Case for an Omnichannel Contact Center

Published By: Genesys     Published Date: May 10, 2016
Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service.
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genesys, omnichannel, contact center, customer experience, metrics, enterprise applications, business technology
    
Genesys

Nemertes Research: Metrics that Matter for Omnichannel Contact Centers

Published By: Genesys     Published Date: May 10, 2016
Most contact centers now allow customers to interact through non-voice, digital channels, but still monitor performance only in voice.
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genesys, nemertes, omnichannel, contact center, metrics, customer experience, enterprise applications, business technology
    
Genesys

Tip Sheet: Building the Business Case for an Omnichannel Contact Center

Published By: Genesys     Published Date: Jun 11, 2018
While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: • 50% reduction in processing of duplicate messages across channels • Over 20% increase in First Contact Resolution • 15% increase in CSAT
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omnichannel contact center, customer experience, csat, first contact resolution
    
Genesys

The Future Of Work: You Must Change How You Hire Customer Service Agents

Published By: ttec     Published Date: Nov 04, 2019
As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to handle more complex requests. This report helps contact center leaders understand how they need to hire a different type of workforce as AI, automation, and the changing nature of contact center work impact agent responsibilities, metrics, and performance — and what that means for customer experiences in the future.
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ttec

Find Out the Contact Center Metrics that Matter Today

Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.
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contact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution
    
Interactive Intelligence

Communications Compliance - An Information Guide

Published By: NACR     Published Date: Feb 09, 2015
Do you know what the compliance issues are for your organization and the technology solutions you might consider? Download this guide to learn what you need to know.
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nacr, compliance, technology, technology solutions, regulations, software compliance – contact center, data security, customer security
    
NACR

eBook: Best Practices for Sales Development

Published By: Conversica     Published Date: Nov 10, 2015
In “Best Practices for Sales Development: Turning Leads into Opportunities,” Conversica and Five9, a cloud contact center software firm, share real-world metrics, strategies and resources for businesses ready to evolve to the next stage.
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conversica, sales pipeline, sales opportunity, leads, lead nurturing, lead intelligence, nurturing, marketing automation
    
Conversica

Contact Center Metrics that Matter

Published By: Interactive Intelligence     Published Date: Sep 11, 2013
The customer service contact center thrives on performance metrics. These metrics provide operational insight into the efficiency of the customer service process, including how effectively customer service representatives are performing their duties — as well as how well customers are being served. Many performance metrics are as old as the contact center industry itself and are still in widespread use today. The purpose of this paper is not to disparage existing contact center performance metrics or to suggest that these metrics no longer matter. The authors acknowledge that the metrics that matter to the reader’s contact center are the ones that make sense in that particular situation. Rather, this paper explores some of the emerging metrics that specifically acknowledge and address the changing attitudes, objectives and definition of the contemporary contact center.
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contact center metrics, interactive intelligence, contact centers, industry, representatives, performance metrics, customers, customer service process
    
Interactive Intelligence

SOCIAL MEDIA: The Impact on the Multichannel Contact Center and Your Customers

Published By: Interactive Intelligence     Published Date: Aug 30, 2011
Looking for expert advice on social media and its impact on the multichannel contact center but don't have access to an analyst firm to get the insight you need? This is your chance to gain that insight, free of charge.
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interactive intelligence, social media, multichannel contact center, art schoeller, communication channel, metrics, business metrics, call center management
    
Interactive Intelligence

The Future Of Work: You Must Change How You Hire Customer Service Agents

Published By: ttec     Published Date: Oct 16, 2019
As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to handle more complex requests. This report helps contact center leaders understand how they need to hire a different type of workforce as AI, automation, and the changing nature of contact center work impact agent responsibilities, metrics, and performance — and what that means for customer experiences in the future.
Tags : 
    
ttec

The Future Of Work: You Must Change How You Hire Customer Service Agents

Published By: ttec     Published Date: Oct 29, 2019
As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to handle more complex requests. This report helps contact center leaders understand how they need to hire a different type of workforce as AI, automation, and the changing nature of contact center work impact agent responsibilities, metrics, and performance — and what that means for customer experiences in the future
Tags : 
    
ttec
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