Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

UJET

JUNE 4, 2021

Ready to modernize your own contact center? But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed. The concept of digital transformation isn’t new.

Contact Center 121

Contact Center Calibration Government Accountability 121

Expivia

OCTOBER 4, 2021

If your business has customers, they need a way to contact you. And someone definitely needs to answer those calls, emails, and messages. This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

HGS

MARCH 18, 2015

Escape the Contact Center Paradox: Narrow your Focus. BPO contact centers that are most effective at reducing the noise of distracting facts and figures, to ensure emphasis on the BPO mission and relevant priorities, tend to be the most successful. Effective contact centers are very clear on what is most important.

Contact Center 100

Contact Center Government Calibration Business Process Outsourcing 100

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Customer Service Life

JANUARY 18, 2019

For those of you from a traditional contact center background, you’ve likely seen quality forms with twenty to thirty items. Think of procedures like taking good account notes so a customer doesn’t have to rehash their issue if they call back. I’ve definitely seen it done that way. The right tool matters.

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Calibration Customer Service Coaching Contact Center 80