Customer Service Efficiency: 2026 Strategies & Metrics

Podcast: Call Center Outsourcing Podcast · Focus Services, LLC - BenJoe Markland

Opublikowano: 2026-09-27

Customer Service Efficiency: 2026 Strategies & Metrics — a concise 3–5 minute overview based on the Focus Services blog (https://www.focusservices.com/customer-service-efficiency/). Jan Santafede and Felipe Escobar walk through the critical elements that drive customer service efficiency in 2026: defining customer service efficiency, key metrics like First Contact Resolution (FCR), Average Handle Time (AHT), agent utilization, Cost Per Contact, and Customer Effort Score (CES). They cover workforce optimization, skills-based routing, predictive scheduling, AI-powered tools including generative AI and conversational AI, knowledge management, omnichannel platforms, quality assurance, self-service strategies, Lean Six Sigma continuous improvement, and balanced scorecards for global contact center and outsourcing operations. Prac...