For over 33 years, Televergence has been saving customers an average of 30% over AT&T and Verizon on toll free and long-distance services for contact centers and other high-volume users. The Televergence Cloud Phone System is ideal for SMBs and enterprise customers with remote workers and is priced to save them an average of 30% …
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 …
Strategies for Improving Critical Contact Center Agent Key Performance Indicators (KPIs) Read More »
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 …
Critical Contact Center Agent Key Performance Indicators (KPIs) Read More »
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 …
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 …
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 …
Increasing supplier diversity is a growing priority among businesses, with companies becoming more aware of the social and financial benefits that it can produce. According to the 2019 Supplier Diversity Study from the Hackett Group, diversity supplier partnerships can lead to process improvements, as well as product innovation and cost savings. The study also polled …
On February 16, 2018 Congress passed the Kari’s Law Act of 2017, requiring phone systems to be configured so that callers can contact emergency 911 services without having to dial a preceding number. At this approaching the two-year anniversary of Kari’s Law and the looming compliance date of February 16, 2020 for hardware and software …
Kari’s Law: An Overview of the New 911 Requirements Read More »
U.S. regulatory agencies are finally starting to crack down on predatory robocalling. For example, last week the FCC and the FTC released a joint statement warning three gateway providers to stop facilitating COVID-19 robocalling. On Friday, the providers were given 48 hours to put an end to the practice before service providers could start blocking all traffic …
