Contact center Key Performance Indicators (KPIs) are used by businesses of all sizes to make better business decisions, improve how the contact center operates, and improve the customer experience.
Many businesses rely on BPO vendors, or Business Process Outsourcing vendors, to help operate their day-to-day contact center and customer service operations.
In the contact center industry, providing a seamless, effortless customer journey is one of the most important goals for many businesses. The next evolution in contact center technology is omnichannel communications.
Companies talk about the importance of offering great CX, yet the reality is that most companies don’t measure the quality of most interactions. Nearly 75% of companies measure the quality of voice interactions, but most other channels, especially newer ones like messengers, are not measured at all.
The influx of calls to contact centers during the pandemic was/is staggering. To put some perspective on the impact to people’s lives, here’s part of a transcript from a 60 Minutes piece looking at how COVID-19 affected unemployment:
During the pandemic of 2020, mobile phone use was up, way up. According to one recent survey, 39% of participants stated that they were relying more on their phones due to social distancing.
First up on our list is arguably the most important asset to the contact center—the agents. Sometime around mid-March, as COVID-19 spread through the US and eventually the world, contact center agents were given marching orders to head home and continue their work from a more comfortable confine.
The COVID-19 pandemic has transformed how industries operate, forcing many to adapt to a new age of customer service. IT Service Management is no different, and major transformations are happening to improve how companies perform service management.
It’s halloween this week and things are getting spooky! Frightening costumes, creepy stories, and wild trick-o-treaters are all coming back for one day of the year to scare us. But there may be something even scarier that is present all the time right in your contact center!