Everyone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to Answer, and the list goes on.
Ultimately, tracking the right numbers is essential to managing a well performing contact center. However, as call centers serve an increasing number of channels and agents are stretched into new roles, the act of choosing the right metrics becomes even more confusing. Continue reading
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First Call Resolution is one of the most commonly watched call center metrics. There’s good reason for this attention: When done properly, FCR captures both efficiency and effectiveness of a call center. Many other metrics fall into trap of sacrificing one for the other. For example, if you focus on reducing handle time, you can end up with shorter calls (and a superficial improvement in efficiency), but a less effective customer service operation overall.
Picture it: Your customer service is being inundated with calls, emails, and messages through every channel – perhaps you’re facing a product recall or a Black Friday sale, or it’s just one of “those” days – how do you effectively prepare for times like these? To successfully dodge any customer experience disaster it’s important to be proactive and have preventative measures in place. When you have a reliable back-up plan, preventing disaster can be accomplished in 5 minutes or less.![[Video] One Contact – One Channel and Why it Matters](https://fonolo.com/wp-content/uploads/2016/06/Video-One-Contact-–-One-Channel-and-Why-it-Matters.jpg "[Video] One Contact – One Channel and Why it Matters")
OCR is defined as the percentage of customers who successfully resolve an inquiry or problem during their first contact using only one channel. A simple way to think about this is ‘one contact – one channel’.![[Webinar] 5 Ways to Master “One Contact Resolution”](https://fonolo.com/wp-content/uploads/2016/06/Webinar-5-Ways-to-Master-“One-Contact-Resolution”.jpg "[Webinar] 5 Ways to Master “One Contact Resolution”")
To run a successful contact center, managers must overcome a number of obstacles. From caller abandonment to agent engagement, there’s no shortage of tasks to take on. There are, however, a number of similar challenges that managers will face throughout a career timeline. Namely, the issues of disengaging with legacy call center systems and integrating a more flexible solution.
