Elias Magana

Strategies for Improving Critical Contact Center Agent Key Performance Indicators (KPIs)

Televergence previously provided information on 5 critical contact center KPIs that measure and impact contact center performance, efficiency and customer satisfaction. Below are industry standards and strategies for improving those KPIs. First Contact Resolution (FCR): The industry standard for FCR is a score between 70% and 75%. Strategies for improving this KPI include: Define Individual […]

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Critical Contact Center Agent Key Performance Indicators (KPIs)

The analysis of contact center KPIs that impact customer satisfaction, agent effectiveness, and efficiency are critical to a contact center’s management. While most contact center management teams agree that KPIs have value, it is often debated which KPIs are most valuable. The KPIs shared and defined below are considered to be standard in most contact

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USF Update

Televergence, a nationwide telecom carrier, is a certified diverse supplier, thought leader in telecom and member of INCOMPAS, the leading trade association for the competitive networks. INCOMPAS represents communications and technology companies large and small, advocating for laws and policies that promote competition, innovation and economic development. Pressure from telecom companies, industry trade groups, and

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How to Spark Supplier Diversity Conversations

Businesses are increasingly leveraging supplier diversity programs, forming partnerships with organizations that are owned and operated by diverse suppliers. Common examples include women, minority, LGBTQ, and veteran-owned businesses.  Supplier diversity programs represent a largely untapped opportunity for businesses as well as agents. They’re a great way to show support for diverse businesses, while also fueling

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