Agent Partner Blogs

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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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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Kari’s Law: An Overview of the New 911 Requirements

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 …

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