The document discusses using key performance indicators (KPIs) to improve call center performance. It presents a model for best practices with KPIs that involves measuring performance, diagnosing issues, prescribing solutions, and implementing actions. Call centers should measure both operational and business effectiveness metrics. Operational metrics measure efficiency, while business metrics measure support of business goals. The document advocates a holistic approach where more time is spent on analysis, prescription, and implementation compared to just measurement. This allows KPIs to be turned into a competitive advantage.
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
How to improve call center quality and performance - InfographicPointel Inc
Improving call center quality and performance means looking at the way each employee handles calls. The employee must treat each customer with respect and take all the appropriate steps in order to ensure that the call is handled correctly. Poor quality can upset customers and reduce your profit.
Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
With businesses continuously growing and changing, it can be difficult to keep up with your phone calls. Utilizing inbound call centers can improve workflow, as well as improve customer satisfaction.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
9 Top Qualities of a Successful Call Center AgentTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Hiring an excellent call center agent is never an easy task. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it's helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful call center agent.
15 Tips for Training Call Center AgentsTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out how to train your call center agents the right way to deliver great customer service and driver customer loyalty.
www.talkdesk.com/request-demo
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
This module is about 13 days training for Customer Service Representatives, and Communication Arts students. This is patterned to TESDA's 100 to 120 training hours.
Customers don’t care how you reach first call resolution (FCR) or how you measure it in the call center -- they just want you to achieve it. Learn tips for improving FCR as well as new processes that drive and actively sustain FCR success.
In this SlideShare, you will walk away with knowledge on how to:
Educate staff on the importance and impact of FCR
Train agents to effectively answer inquiries
Remove barriers hindering FCR achievement
Optimize workforce management processes
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
With businesses continuously growing and changing, it can be difficult to keep up with your phone calls. Utilizing inbound call centers can improve workflow, as well as improve customer satisfaction.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
9 Top Qualities of a Successful Call Center AgentTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Hiring an excellent call center agent is never an easy task. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it's helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful call center agent.
15 Tips for Training Call Center AgentsTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out how to train your call center agents the right way to deliver great customer service and driver customer loyalty.
www.talkdesk.com/request-demo
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
This module is about 13 days training for Customer Service Representatives, and Communication Arts students. This is patterned to TESDA's 100 to 120 training hours.
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Talkdesk Call Center KPI & Benchmarking ReportTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Is your call center up to snuff? View this slideshow to find out:
- How to measure and track critical call center KPIs.
- How your call center stacks up against KPI benchmarks.
- Tips on how to improve your call center KPIs.
Training if effectively managed achieves aims and objectives of an organization, it’s important to understand on how effective human resource training generates a positive impact in your effective production. In these set of slides bought to you by Welingkar’s distance learning division, we go through the importance of the effectiveness in HR training and Development Strategy.
For more such innovative content on management studies, join WeSchool PGDM-DLP Program: http://bit.ly/effectivehrtrainingslides
Join us on Facebook: http://www.facebook.com/welearnindia
Read our latest blog at: http://welearnindia.wordpress.com
Subscribe to our Slideshare Channel: http://www.slideshare.net/welingkarDLP
In this presentation, we will understand the needs of systematic training for a various jobs/ levels and the benefits reaped.
To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
The role of it leadership in service and support v2MetricNet
In this presentation, viewers will see benchmarking data and case studies that demonstrate the untapped value of all service and support organizations.
How CX Leaders Succeed with Journey Analytics: 8 Real-Life Use Cases and Succ...Pointillist
As a CX, analytics or marketing professional, you’re probably hearing a lot about how customer journey analytics can help you better understand your customers. That sounds great in theory, but what does it look like in practice? How are leading organizations actually using journey analytics to acquire, serve and retain customers, as well as measure and improve customer experience?
Check out this presentation to learn how world-class organizations in a variety of industries are using journey analytics software to discover actionable customer insights and translate them into tangible business results.
You’ll learn about 8 real-life use cases for how you can use journey analytics to:
-Measure & improve customer experience
-Streamline operational efficiency & reduce costs
-Grow revenue & maximize customer lifetime value
-Improve customer retention & churn
Contact Center is a Gold Mine for Customer Experience Improvement Company-wideClearAction
Customer comments in the contact center are underutilized gold mines for guiding your whole company in improving and differentiating customer experience for stronger business results.
See https://ClearAction.com/
Increase Financial Firms' Sales Performance & Compliance with Compensation Ma...Perficient, Inc.
Financial services and banking organizations are challenged with aligning sales performance with corporate goals to drive business growth. In addition to financial performance, one of the largest challenges financial institutions face today is managing the balance of meeting regulatory requirements without potentially disrupting performance.
To help your organization manage performance and risk data against regulatory reporting requirements, you need to develop an enterprise-wide governance structure to gain control over sales channel compensation programs.
In this webinar, our experts covered:
-Challenges around sales performance, Dodd-Frank and compensation governance in financial services
-Industry-focused use cases and best practices for sales performance management solutions
-Case studies of leading financial institutions implementing sales performance and compensation management
Our experts also demonstrated how IBM Cognos Incentive Compensation Management enables organizations to achieve operational efficiency and reporting accuracy, greater data transparency, reduced risk and detailed sales performance analytics.
Metrics that Wow! How Coremetrics Became the Customer Service Model of SuccessParature, from Microsoft
A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?
:: Customer satisfaction improved to 90%
:: Agent responsiveness is up to 92%
:: Agent product knowledge grew to 91%
:: Customer loyalty jumped to 93%
This eye-opening webinar helps you to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change.
Course5 Intelligence has developed and deployed across its key clients a sophisticated AI solution that allows you to view all your Customer Experience drivers in a clean, interactive interface.
Introducing Business Agility and Governance to Your Customer CommunicationsPrecisely
It’s challenging for organizations to quickly update communications to meet customer needs while still complying with regulatory requirements. It takes most organizations up to three months to make simple updates to customer communications. With Forbes research indicating that 90% of customers expect an omnichannel experience, and 88% expecting their interactions across channels to be consistent this challenge is amplified.
Join this on-demand webinar to learn:
• The impact of disparate data and communications systems on your bottom line
• How an integrated customer engagement platform can reduce compliance errors while simultaneously providing a better customer experience
• How you can reduce customer communication updates from 90+ days down to less than 1 day
Past and present | 25 years of Service Desk KPIsMetricNet
In this presentation, viewers will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
Benchmark 2014 | Global Results for Desktop Support | HDI 2015MetricNet
In this presentation, MetricNet reveals results of their 2014 Global Benchmarking Initiative for Desktop Support, the methodology, the KPIs used for benchmarking, and performance data from more than 140 companies worldwide!
FUSION14 Session 302 | Optimizing the Tradeoff: Cost vs. Quality in IT SupportMetricNet
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model. Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs. Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
Leveraging KPI’s to Maximize the ROI of Support MetricNet
Most service and support professionals are familiar with the concept of return on investment (ROI), but very few service and support organizations measure or track it. However, support groups that understand and communicate ROI on a regular basis gain a number of important advantages, chief among which is the ability to justify investments in people and technology. In this session, attendees will learn about three critical KPIs for measuring ROI, simple calculations for ROI in service and support, techniques for communicating ROI to key stakeholders, and more!
The 80/20 Rule for Desktop KPI's: Less is More!MetricNet
In this session, Jeff Rumburg will identify and define the desktop support metrics that really matter. He will also discuss the importance of adopting a holistic approach to performance measurement and management, and he will demonstrate how KPIs can be used to drive world-class performance and give organizations a competitive advantage.
Free Desktop Support Training Series | The Zen of Support | MetricNetMetricNet
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
• Three Sources of Leverage in a Strategic Support Organization
• Two Metrics to Measure Your Progress Towards Strategic Significance
• Key Success Factors for Achieving Strategic Enlightenment
• Benchmarking Results from Strategic Support Organizations
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
Free Desktop Support Training Series | What You Need to Know About Desktop Su...MetricNet
MetricNet's "Cause and Effect - What You Need to Know About Desktop Support KPIs" presentation was delivered on Thursday, April 18th, to a standing room only crowd at the HDI Service and Support Conference!
Viewers will learn how the various desktop support KPIs affect each other. Using industry-wide benchmarking data, this presentation will illustrate how the various KPI’s are interrelated and interconnected.
Free Desktop Support Training Series | The Economic Impact of Support | What'...MetricNet
In this presentation, MetricNet reveals the industry’s first ever benchmarking data on the economic value of IT service and support. The corresponding whitepaper is available on our website.
Most IT departments can tell you how much they spend on support. But very few can quantify the economic impact of support. The result is that many support groups are on the defensive when it comes to budgeting and spending, and often struggle just to get the funding needed to deliver adequate levels of support.
In recent years a handful of pioneering organizations have adopted a different strategy when it comes to support – a strategy that emphasizes value over cost – and they routinely deliver benefits far in excess of their costs. Support groups that understand and quantify their value propositions gain a number of important advantages; chief among them is the ability to obtain funding and other resources based on the economic benefits of support.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
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Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊