Call Center Benchmarking

//Call Center Benchmarking

Call center benchmarking is a phrase used to describe the process of comparing performance to and against others. Call center benchmarking is done in a variety of different ways.

How many things should be measured on my Quality Monitoring Form?

How often do you think about how many things you should be measuring on your Quality Monitoring Form? Considering that many contact centers change or update their monitoring form because of dissatisfaction every 18-months, you probably contemplate it too often. Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, [...]

Best Practices for your Quality Monitoring Form

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. It is for most call centers. This is why the average time to redo monitoring forms is every two years. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best [...]

How many chat sessions can agents handle?

Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle. You’ve experienced the Chat channel as a customer of some other company so you know the difference between a satisfying customer experience and one that left you frustrated. The Chat offer Have you found yourself clicking [...]

What is your Contact Center Top Priority?

What’s your contact center top priority? A recent report revealed that 31.41% of contact center leaders had this as their top priority. And in this video I’ll share with you what that top priority is and what you want to avoid in order to move onward and upward faster. In a Special Report authored by [...]

What to aim for with your Contact Center Budget

It is most certainly true! Managing in a contact center can be very (very) stressful. But much of the stress I witness and get asked about doesn't have to be as stressful as it's made out to be. One of the biggest stress creators that seems to be most prevalent across a wide range of contact centers [...]

Notes on Thriving in Contact Center Performance Webinar

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness (check webinar times) you will find several helpful pieces of insight that can help you to get higher performance from your supervisors and agents. Another thing you will find are several good quotes that you can use to help inform and educate [...]

How to thrive in contact center performance

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness you will go through Dee’s Journey from not so awesome contact center performance to awesome contact center performance. Don't be fooled, her journey was not fast or easily laid out. It was difficult and took time. For her, too long. What you will [...]

Improving First Call Resolution in your Contact Center

This case study has been updated and included with an additional case study in the Maximum Agent Performance Report: The Astonishing Truth for Contact Center Leaders.    Improving First Call Resolution is easier when you avoid the mistakes found in this case study... This white paper is based on a six-month case study of two [...]

Building an award winning contact center at Black & Decker

Building Award-winning Call Centers In this complimentary on-demand webinar, Chuck Udzinski – Manager, End-User Service reveals the 4 top elements that helped him and his team at Black & Decker move from ugly, to bad, to good. Their road to building an award-winning contact center unique and can be used to help with building award-winning call centers [...]

When Retaining Customers is worse than Defecting Customers

You are a bad customer. We are all bad customers…now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer, but those days are gone. And being a bad customer has become worse than being a defecting customer. A more social world [...]

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right? Maybe not. Your plan may be undermined by your company and its internally created road blocks that make [...]

Skyrocketing contact center investments not fueled by costs

Proving that your quality program contributes a positive ROI often times feels like searching for the Holy Grail with your contact center investments. On the surface, the question “can you prove that your quality program produces a positive ROI?” sounds simple. If not simple, at least do-able. But, the answer to this question is anything [...]

Delivering that Chick-fil-A Contact Center Experience

As a customer experience consultant, I look at every consumer experience as a learning experience. Last week, I conducted a “quality review” at Chick fil-A® to better interpret the contact center experience. I purposefully arrived during the lunch time rush and joined the line to order just outside the door. It was just like being [...]

3 Quality Benchmarking Lessons from Facebook

Social media outlets like Facebook provide a continuous update on how fabulous everyone’s life is. At any moment of the day there’s a new post about something fabulous. But beware of trying to compare the happy summaries you see to your own life. It’s crazy to get sucked into that comparison game and it can [...]

29 Mistakes to avoid with quality assurance programs

Mistakes to Avoid with Quality Assurance Self-Assessment and Tips Today Customer Relationship Metrics, L.C. released a new ebook 29 Mistakes to Avoid with Quality Assurance that includes a 29-point (and a bonus) self-assessment on common mistakes that can be avoided that ultimately undermine a contact center’s ability to maximize customer experiences with service delivery. The [...]

Emerging customer retention model: hide your contact center information

What’s the big secret?  You sold me.  Someone wanted to buy me, so there!  Now that you have me, why are you trying to hide from me?  Why would you put customer relationships at risk; not to mention the immense pressure on your call center agents to field the angry customer calls when we figure [...]

Does listening or analytics make you a leader in customer experience?

One of the best things to do if you want to be one of the customer experience leaders  is listen.  This requires that you pay attention to trends, you try new social media channels and most important you effectively listen to your customers. Through actively engaging customers in dynamic conversations (and then quantifying this data) [...]

Why the Quality Assurance and Training Study Results Scare Me

In late May, the QATC (Quality Assurance, Training and Connection organization) published the results of their quarterly survey on critical quality assurance and training topics in call centers, focusing on quality monitoring call calibration practices.  I found the survey results to be quite interesting (sometimes scary), but for very different reasons than highlighted in the [...]

Does your return policy ultimately affect customer experience and satisfaction?

I recently ordered two wall hangings for my child’s room and they showed up damaged.  I was undecided about the picture situation, but since I bought them so cheaply on clearance ($5!) I decided against the hassle to return them.  The store’s customer service rep told me I would have to the store in person, [...]

Is your IVR hurting your customer service?

After a very frustrating call trying to navigate my way through a certain furniture company’s IVR system, I couldn’t help but think, “Who the heck is this IVR system designed for?”  The choices didn’t seem to match up with any common problems that might prompt someone to call (assembly instructions, lost shipment, damaged products/returns, etc.) [...]