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Boosting Contact Center Performance: 5 Best Practices

Best practices are just that — best practices. They’re widely accepted processes that work — not scientific principles, like the laws of thermodynamics or the Bernoulli Principle. As such, they’re open to investigation and continuous improvement. If the improvement is effective, it increases the activity’s value to the business & call center services team’s performance. Best practices are also open to change. What was a best practice 20 years ago may not be a best practice today. But there’s one thing all best practices have in common: They achieve a desirable, measureable end result—one that ultimately increases an organization’s effectiveness and provides a tangible business benefit. In other words, they help you grow and prosper. The five best practices below […]

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FCR Measurements

4 Ways To Turn FCR Measurements Into Improvements

Looking to improve First Contact Resolution (FCR) rates? If not, you should be. Improving FCR is among the best things you can do for customers. It’s also among the best things you can do for your company. For every 1% increase in FCR Measurements, you get a 1% boost in customer satisfaction. And that can grow revenues significantly. But to enjoy the benefits higher FCR rates produce, you must turn FCR measurements into actionable improvements. That’s not easy. In fact, it’s a challenge for most companies. But it’s a challenge you can meet using key best practices. Measuring FCR Rates Accurately Before you can turn FCR data into improvements, you must first measure FCR rates accurately. Several tracking methods exist […]

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Vendor Engagement

10 Top Reasons Why Vendor Engagement Fails

Vendor engagement is a “problem” is a mistake—a BIG mistake. So don’t even think about it. It’ll just create a bigger headache for you. The last thing you need is another source of headaches. Instead, offload problem-free, low touch processes not core to your business. These processes that have little impact on business continuity or that you can’t optimize any further in-house are also ideal. Vendor Engagement Is A Challenge Vendor engagement is a challenge no matter what the process—tech support, customer service, billing. You need to do it right to unlock offshoring’s full potential. So making mistakes like this a problem, is the last thing you need. Described below are 9 other top mistakes. Avoid them at all costs. […]

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Help Desk Software

4 Considerations When Buying Help Desk Software

Help desk software is the lifeblood of a contact center. It’s a powerful customer service tool that can help boost revenues. Properly implemented, it can dramatically improve contact center operations, increase FCR rates, and boost customer satisfaction. On a more granular level, help desk software: Minimizes employee work lags for unsolved tech issues Automates issue triaging, escalation, and prioritization Reduces manpower costs through self service Identifies and addresses recurring issues Provides transparency into every service request With so much riding on this tool, you can’t afford to saddle yourself with the wrong help desk software solution. So if you’re considering buying help desk software, you might be interested in reviewing a recent report produced by Software Advice. Report Methodology For Help […]

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