Etech

MARCH 16, 2018

In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Unachievable Goals : Benchmarks set too high discourage performance. This is a valuable lesson from history that is relevant within many businesses today, especially within the contact center.

Contact Center 72

Contact Center Engineering Call Center Benchmark 72

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% First Contact Resolution. Customer Satisfaction. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute and is visited by more than 250,000 marketers each month.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98