PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. Do you ever wonder if you're doing as well as your competitors? Of course you do!

Benchmark 70

Benchmark Feedback Metrics Best practices 70

Callminer

FEBRUARY 21, 2018

His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001. Quality management software, including call recording and call monitoring tools, provide a way to manage, track and report quality metrics…”. @TerminixTriad. Burn Blackwell is the President & CEO of Terminix Triad.

call center software 210

call center software Call Center Contact Center Analytics 210

Voxjar

JUNE 8, 2021

Founded in 2001. Their platform includes a learning management system and allows you to survey your agents to measure their satisfaction. They have some cool out of the box metrics like their Tethr Effort Score and some great shortcuts for setting up new analytics categories. Scorebuddy QA. scorebuddyqa.com.

Call Center 51

Call Center Analytics Enterprise Sales 51

ClearAction

MARCH 20, 2020

Ideally, you’re focusing on actioning the root causes, and tracking that progress with an internal metric. We did this at semiconductor equipment-maker Applied Materials and found that our internal metrics actually predicted future customer sentiment and financial behaviors. Cash in the Attic. Make it Easy.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. And because it’s a common metric across industries, it also provides you with the opportunity to benchmark your NPS compared to other companies in your industry or other industries. NPS is not a flawless metric. Using NPS Despite Its Flaws.

Interactive Voice Response 70

Interactive Voice Response Metrics Benchmark Surveys 70

TechSee

DECEMBER 5, 2017

Founded in 2001, Fonolo’s cloud-based call center solutions provide companies with visual dialing and virtual queuing services. We have also seen an uplift in almost all of our success metrics along the customer journey.”. Enchant is full of well thought out features, saving us time and stress.

Contact Center 116

Contact Center Technology Self service Call Center 116