Tag: KPIs
Contact Centers Today… A Management Balancing Act
The idiom “balancing act” is defined by dictionary.com as “a circus act in which a performer displays his or her balancing ability.” From where...
Go Beyond Net Promoter Score to Measure Customer Experience Effectively
Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service....
Results-Focused Leadership: The Catalyst for CX Transformation
Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...
Contact Center Metrics Roundup
The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....
Taking a Deep Dive into FCR
No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today,...
Top 5 Posts in July
The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer...
Are Your Contact Center Metrics on Target? Follow This Easy 3-Step Process to Find...
Contact center days are jam-packed with activity. It's easy to lose sight of the thread that should tether contact center performance metrics to what...
Contact Center Pipeline Magazine: Inside Our September 2016 Issue
Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...
Inside View: Ciena Corporation
Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...
The 3 Winning Data Strategies for Contact Center Success
Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider...
To NPS or Not NPS
If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the...
Rethinking Contact Center Metrics: The Problem with Averages
While the contact center environment has evolved a great deal over the past decades, some metrics have not. Many centers focus on metrics that...
Finding Your FCR Opportunities
Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...
Why Training Matters: Linking Training Program Success to Larger Company Goals
Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the...
3 Tips for Driving Process Excellence
Identifying the barriers that lead to a poor customer experience (and increased traffic to the call center) requires an enterprisewide review of customer touchpoints...
