Teams | Collaboration | Customer Service | Project Management

There is a push to automate everything, but is this the best way forward? The financial case for automation in customer service to lower your costs is clear but this shouldn’t be the only consideration. You also need to assess the impact that a service or helpdesk automation will have on your business, your employees and your customers. If done without putting the customer first, your automation in customer service might be perceived as impersonal.

Outbound call center managers must ensure that all operations are constantly optimized to run at maximum efficiency. However, to improve something, you need to measure it first. And you can do this by tracking outbound call center metrics and KPIs (Key Performance Indicators). But with hundreds of metrics out there, which ones should you track? In this article, we’ll cover 15 essential metrics that you can track to improve agent efficiency and call center profitability.

If you want to know how your call center is really performing compared to your competitors, call center benchmarking can help. Benchmarking involves measuring your call center against global standards to analyze its performance. You’ll be able to identify what areas you need to improve on and take the required steps to boost performance. In this article, we’ll explain what call center benchmarking is and provide a step-by-step guide for it.

Call center work can be demanding, especially for a customer service agent. They have to handle several calls, resolve customer issues, meet targets, and more — while ensuring high customer satisfaction levels. This can create stressful situations, which negatively impact agent productivity. Fortunately, there are several effective ways to deal with call center stress. In this article, we’ll cover what call center stress is and six common stressors.

An inbound call center acts as the link between the customer and the company by handling incoming live calls for customer service. That’s why it’s necessary to ensure that your call center agents perform well on all calls. A good way to do this is to measure their performance regularly using certain inbound call center metrics. In this article, we’ll discuss fifteen inbound metrics that can give you insights into your call center’s performance.

Do you know how to improve operational efficiency in your organization? As we emerge from the COVID-19 pandemic, you should aim to hit the ground running with an organization-wide productivity drive. A decline in productivity has been a key concern for many operating remotely during the pandemic. With employees entering back into the workplace, it is time to start examining ways to improve operational efficiency.

You’re at your desk when you overhear two fellow support agents debating the difference between customer service and customer experience. They ask you for your take, and your palms turn sweaty—you have no idea how they’re different. Many support agents use customer experience and customer service interchangeably, but the two terms do not mean the same thing. Understanding the difference between them is critical. Why?