All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 9 | The Metrics Hierarchy https://youtu.be/JuHQksBqh0Q Future courses will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the scorecard template…Angela IrizarryMarch 16, 2023
All ResourcesService Desk 11 Reasons Outsourcing Relationships Fail | Failure to Exercise Proper Governance In the first article in this series, I outlined the 11 most common failure modes for IT outsourcing relationships. These are summarized below for your reference: The vendor over-promises, and…Angela IrizarryMarch 15, 2023
All ResourcesDesktop SupportService Desk The Fallacy of Email in IT Service and Support Email has long been the go-to communication method in IT service and support, but the reality is that it is not the most available nor the path of least resistance.…Angela IrizarryMarch 14, 2023
All ResourcesDesktop SupportService Desk Why CSAT is Still Crucial in IT Service and Support: Debunking the XLA Hype In the field of IT service and support, measuring customer satisfaction is crucial for understanding the effectiveness of customer interactions. While Experience Level Agreements (XLAs) have become popular for this…Angela IrizarryMarch 14, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 8 | The Agent Balanced Scorecard Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! You can find the scorecard template here.…Angela IrizarryMarch 8, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 7 | Process Maturity Drives Performance https://youtu.be/qHTGv-cpYZg Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryMarch 7, 2023
Member Sample Contact Center Agent Scorecard Clicking the Excel icon below will trigger an automatic download. If you have difficulty downloading the file, please disable your pop-up blocker.Angela IrizarryMarch 1, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 Part 3 | How to Benchmark https://youtu.be/LE0Ilg1EDCU Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 24, 2023
All ResourcesCall Center Short Abandons | Best Practices for Measuring Call Abandonment Rate One of the challenges call centers face is how to handle short abandoned calls. When a customer hangs up before reaching an agent, it's considered an abandoned call. But is…Angela IrizarryFebruary 24, 2023
All ResourcesCall Center Strategies to Reduce Wasted Time in the Contact Center In a contact center, wasted time is any time that is not spent handling customer inquiries, resolving issues, or performing other value-added tasks. Measuring and reducing wasted time is critical…Angela IrizarryFebruary 24, 2023
