Archive Tag: call center metrics

Archive Tag: call center metrics

29 Sep

Reduce Call Center Costs: Automation Outranks Alternatives

Kyle Antcliff

Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]

6 Jun

Why All the Fuss Over Advanced Intraday Automation?

Kyle Antcliff

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]

28 Jul

Manual Contact Center Productivity Tools Aren’t Fit for the Modern Era

Jim Tincher

Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]

21 Jul

The Contact Center Costs You Can Control vs. the KPIs that Control You

Bob Fletcher

Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned […]

16 Jul

Mark Your Spot: Does Customer Experience Benchmarking Tell Us the Right Things?

Annette Franz

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to […]

24 Mar

Intraday Automation is the Future of the Agile Workforce

Bob Fletcher

About two weeks ago, I was in a contact center with 250 agents. This center is one of six large […]