Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Average Speed of Answer: Establishing a Goal - Verint Monet - ContactCenterWorld.com Blog

Average Speed of Answer: Establishing a Goal

Average Speed of Answer (ASA) is one of the more critical contact center KPIs. In fact, some surveys have shown that more than 60% of callers will abandon a call if they’re not speaking to an agent after one minute. And no, those friendly “your call is important to us” pre-recorded messages aren’t doing much to change their minds. 

To improve ASA, start by establishing clear goals. 

Your contact center may already have a service level they strive to achieve; the most common is 80-20, meaning 80% of calls are answered within a specific time frame (usually 20 or 30 seconds). 


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Today, customers can reach out through other channels as well, requiring contact centers to set similar goals for email, chat and perhaps even social media responses. Do you want all of your emails answered in two hours, four hours, or by end of day? Is 30 minutes a reasonable goal for responding to a Facebook post?

Obviously factors will vary widely depending on the size and type of your business. But it is still important to establish a service level, measure results, and then fine-tune procedures to see if that level can be improved. 

All of the burden for meeting service levels should not fall on the agent’s shoulders. The contact center must provide the tools necessary for that agent to do his or her job, as well as provide forecasting and scheduling that assures the presence of enough agents to efficiently handle incoming communications. 

That used to be handled with spreadsheets but can now be covered with a workforce management (WFM) solution. With the advanced functionality and the more accurate forecasting and scheduling made possible by WFM, as well as the data it delivers on agent performance, schedule adherence and KPIs, contact center managers can always be assured the contact center’s resources are being utilized in the most efficient and cost-effective manner. 

What’s better than workforce management? Workforce optimization in the cloud! Find out more

Watch a demo of Monet WFM in action

 

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/average-speed-of-answer-establishing-a-goal

Publish Date: April 9, 2018 5:00 AM


2021 Buyers Guide Visual Communications

 
1.) 
SJS Solutions

Optymyse
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.

2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



View more from Verint Monet

Recent Blog Posts:
Helping Agents Buy Into Workforce OptimizationOctober 1, 2018 5:00 AM
The Competitive Edge Delivered by Speech AnalyticsOctober 1, 2018 5:00 AM
Cut Every Customer Call By One MinuteOctober 1, 2018 5:00 AM
Remote Agents: Making That System Work With Workforce ManagementOctober 1, 2018 5:00 AM
Comfort Pets at Contact Centers? Why Not?October 1, 2018 5:00 AM
Five Musts for Your Workforce Optimization SolutionAugust 29, 2018 5:00 AM
The “Now You Knows” of Speech AnalyticsAugust 29, 2018 5:00 AM
Can Contact Center Agents Replace In-Store Employees?August 29, 2018 5:00 AM
Healthcare Contact Centers: The Open Enrollment CrunchAugust 14, 2018 5:00 AM
5 Tips to Optimize Contact Center SchedulingAugust 13, 2018 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =