BlueOcean

FEBRUARY 7, 2019

For example, we can’t forget about Net Promoter Scores (NPS) and Customer Satisfaction (CSAT). NPS was a metric first introduced in 2003, which feels like a lifetime ago. WTA is an actionable coaching point for your agents and relates directly to the customer experience. Secrets to Incredible Customer Service with Paul R.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

CX Global Media

JULY 9, 2019

Chief Customer Officer, FrontSpin. Typically call center agents train for 2-4 weeks and are not fully productive for another 1-3 months. Call center attrition rates are 40-100%. During his career he has managed over 20 million incoming phone calls. Contact Center Virtual Summit LinkedIn Page.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Netomi

JANUARY 5, 2022

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98