Five9 & ICMI Release New eBook Onsite at Contact Center Demo & Conference
21 Outubro 2015 - 2:00PM
Business Wire
The Definitive Guide Helps Organizations to
Improve Customer Satisfaction Through Metrics and Best
Practices
The International Customer Management Institute (ICMI), in
partnership with Five9 (NASDAQ:FIVN), today released ICMI’s Guide
to Contact Center Metrics (First Edition), a new eBook detailing
what is happening in the contact center industry today and where
organizations stand in delivering a best in class experience. The
eBook, co-authored by Brad Cleveland and Justin Robbins, provides
organizations with actionable insights to deliver improved
efficiency and customer satisfaction by aligning strategic goals
with contact center key performance indicators (KPIs). For more
information and to download the eBook, visit:
www.icmi.com/metrics
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View the full release here:
http://www.businesswire.com/news/home/20151021005388/en/
ICMI’s Guide to Contact Center Metrics (First Edition) is based
on findings from Understanding Modern Contact Center Metrics, a
survey distributed to provide contact center professionals with the
data, benchmarks, best practices and case studies needed to
implement metrics that improve operations. ICMI and Five9 boiled
down the survey findings into a comprehensive eBook – a guide to
understanding today’s contact center industry and measuring the
level of customer service being delivered by organizations. The
guide will help contact center leaders:
- Understand current communication
channels
- Recognize common contact drivers
- Identify the right key performance
indicators
- Define the seven categories of
metrics
- Align metrics to appropriate
channels
- Evolve their metrics over time
“This eBook serves as a detailed guide for contact center
leaders working to elevate the level of service their organizations
provide. Further, it provides insight into what the appropriate
metrics can do to help,” says Justin Robbins, senior analyst for
ICMI. “Making changes within an organization should stem from a
larger understanding of current standings; improvements should be
made based on proven measurements, and this guide helps
professionals do just that.”
Seven Key Measurement Categories for
Contact Centers
At the core of this guide are the seven key categories of
measures that should be in place within any contact center. This
list includes what metrics must be implemented by each
organization, despite operational differences. Each of these
measures provides essential information key to the evolution and
success of any growing contact center.
- Forecast accuracy – If you don’t
have an accurate prediction of the workload coming your way, it’s
almost impossible to deliver efficient, consistent service and
achieve high levels of customer satisfaction.
- Schedule fit and adherence – If
you have a good handle on the workload, you can build accurate
schedules that ensure the right people are in the right places at
the right times.
- Resource accessibility – If
customer contacts don’t get to the right places at the right times,
little else can happen.
- Quality and first contact
resolution – Quality is the link between contact-by-contact
activities and the organization’s most important high-level
objectives. First-contact resolution is essentially an extension of
quality – a tangible result for getting quality right.
- Employee satisfaction – Employee
satisfaction clearly influences, even drives, customer satisfaction
and is an essential measure in any environment.
- Customer satisfaction – Customer
satisfaction is essential in all environments and has the greatest
value as a relative measure and in conjunction with other
objectives.
- Strategic value – What
contributions does the contact center make to revenues, marketing
initiatives, product innovations and other primary business
objectives?
“Many companies struggle with identifying and measuring
performance within their contact center. Five9 partners with
enterprises to help them identify the most critical measurements
they need to increase the efficiency and performance that a modern
contact center requires. The momentum for cloud contact center
software is being driven by these needs,” said Mayur Anadkat, vice
president product marketing for Five9.
Aside from deep diving into these seven essential measures, the
eBook also details six critical mistakes made by organizations
implementing or serving a new channel, as well as five
recommendations to identify and prevent service delivery problems.
This type of insight not only gives contact center leaders the
tools to overcome common issues within the customer management
industry, but also the knowledge to prevent such issues from
reoccurring - resulting in a stronger and longer lasting foundation
for organizations to grow from.
About ICMI
The International Customer Management Institute (ICMI) is the
leading global provider of comprehensive resources for customer
management professionals -- from frontline agents to executives --
who wish to improve customer experiences and increase efficiencies
at every level of the contact center. Since 1985, ICMI has helped
more than 50,000 organizations in 167 countries through training,
events, consulting, and informational resources. ICMI's experienced
and dedicated team of industry insiders, trainers, and consultants
are committed to helping you raise the strategic value of your
contact center, optimize your operations and improve your customer
service. ICMI is a part of UBM plc (www.ubm.com), a global
events-led marketing services and communications company.
About Five9
Five9 is a leading provider of cloud software for the contact
center market, bringing the power of the cloud to thousands of
customers and facilitating more than three billion customer
interactions annually. Since 2001, Five9 has led the cloud
revolution in contact centers, helping organizations transition
from legacy premise-based solutions to the cloud. Five9 provides
businesses with reliable, secure, compliant, and scalable cloud
contact center software designed to create exceptional customer
experiences, increase agent productivity and deliver tangible
business results. For more information
visit www.five9.com.
Talk with us @Five9, LinkedIn, Facebook, Blog.
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version on businesswire.com: http://www.businesswire.com/news/home/20151021005388/en/
ICMIKimberly Samra, 415-412-6784ICMIPR@ubm.comorFive9Katie
Bromley, 925-364-9139
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