Customer 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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U.S. Remote Work Statistics

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)

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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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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