Coaching May Be the Best Opportunity for Call Center Improvement
We heard a great call center agent coaching story from one of our clients the other day. The manager, who was responsible for overseeing and training nearly 30 call center agents, had been reviewing...
View ArticleCapturing Desktop Activity to Improve Healthcare Claims Processing
Many healthcare insurance payers struggle with a manual claims processing system that is built upon a set of confusing, complex steps and time-consuming manual procedures. This often leads to delays...
View ArticleUsing Desktop Analytics to Determine Call Reasons
Desktop analytics in the contact center captures both what the actions agents do and the data they see. Actions include things like applications used, where they clicked, workflows initiated, or...
View ArticleHow Reliable Are Your Call Reasons?
According to an Enkata survey, fewer than 10% of call center managers said they were able to answer the question “why do your customers call?” with and certainty. If your organization doesn’t...
View ArticleDoes Your Contact Center Have a High Call Abandonment Rate?
Even with more and more enterprises boosting their social media presence to help with customer service and the growing popularity of self-service channels, research shows that the number of calls made...
View ArticleWhy Accurate FCR Is Hard to Measure
It’s safe to argue that FCR (First Contact Resolution/First Call Resolution) is the single most important metric in a call center. Not only does an improved FCR rate help reduce costs (fewer callbacks...
View ArticleThree Ways to Reduce Customer Effort in the Contact Center
Customer effort reduction programs can have a dramatic impact on the customer experience your contact center delivers as well as on your company’s bottom line. 3-5% of your center’s call volume can be...
View ArticleCreate a Better Customer Experience with Better Contact Center Coaching
The latest customer experience research report from Oracle revealed that 81% of consumers surveyed are willing to pay more for a superior customer experience. 44% even said they’d be willing to pay a...
View ArticleTired of Picking up the Slack for Self-Service Failures?
When self-service channels like web or IVR fail to meet customers' expectations they pick up the phone and call. Anyone who has worked in a call center knows that a lot of calls start out with...
View Article3 Tips to Boost Your Call Center’s FCR
FCR is a key performance indicator for most contact centers. An FCR program encourages call centers to streamline their internal processes and provide better feedback and support for agents so they can...
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