Metrics

Robert kicks off our top 5, showing us how contact center intelligence (CCI) can make our centers smarter. Over to April, who begins her...

For decades, contact centers have been managed by the same familiar scorecard. Average handle time (AHT) Service levels CSAT Cost per contact NPS There’s a reason 85% of contact centers...

“The customer isn’t the hard part.” That line landed heavy during a recent agent focus group. Heads nodded. Agents weren’t venting. They were diagnosing. The...

In contact centers, metrics have always been the north star. We measure everything: customer satisfaction (CSAT), first contact resolution (FCR), Net Promoter Score (NPS),...

Contact center leaders are in a tough place. Executives demand faster results, happier customers, and shrinking budgets. It’s a high-stakes juggling act: chasing efficiency without...

Standard contact center metrics and key performance indicators (KPIs) help businesses track and measure the success of their customer experience (CX), particularly as it...

In an industry racing toward Artificial Intelligence (AI), automation, and analytics, it is worth pausing to consider the legacy we have inherited—and the thinking...

This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions...

I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1,...

In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered....

You may consider this a novel idea ... but it is time for Contact Center leaders to take a stand and behave as if...

It’s fascinating to learn just how long it takes for technology to approach the mainstream. Take artificial intelligence (AI), for example. Just this year...

Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...

Contact centers too often face what I have termed as the “CX (customer experience) Calculation Discrepancy” that exists between some contact center platforms. And...

“Our abandons have shot up!” declared a supervisor. “The new system must be dropping calls!” It was a Monday morning during the summer of 1997...

Overhead projectors. Pagers. One-line red LED tickers. These were the early ways we shared our call center statistics. It is incredible how much the contact center...

Take Charge is an idiom meaning “to assume control or responsibility and dates back to the 1300’s.” (Christine Ammer, Heritage Dictionary of Idioms, Houghton...

“One and Done” is one of many monikers used to identify the importance of meeting and completing the customer’s objective on the first contact....

“Spare me” is an idiom defined as, “Don’t bother continuing to tell me that; I don’t believe or care about whatever you’re saying.” This definition...

Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service....