Elias Magana – Page 2

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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U.S. Remote Work Statistics

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Working remotely offers flexibility with both work hours and location. While many organizations offered this option prior to the pandemic, it rapidly became the norm for the greater part of 2020 as companies looked to flatten the curve and remain in compliance with health and regulatory agencies. Remote work is quickly becoming one of the …

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Critical Contact Center Agent Key Performance Indicators (KPIs)

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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

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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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Pharma & Drug Manufacturer Contact Center Reduces Costs using Televergence PBX

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Software Developer Cuts Costs with Televergence Cloud PBX

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Now is the Time to Sell Toll Free

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We are living through a very confusing time, where once basic questions like whether it’s safe to go to the bank or grocery store are no longer simple. The public is scared, uncertain and completely inundated with conflicting facts and opinions. Now, more than ever, organizations of all types — from local governments to SMBs …

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How to Spark Supplier Diversity Conversations

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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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Avoid the Summer Sales Slide

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It’s that time of the year again – when out of office messages appear, people check out for vacation and business slows to a snail’s pace. The summer slowdown will be in full force over the next several weeks, and it couldn’t come at a worse time. As many companies are still trying to stabilize …

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