Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

MARCH 9, 2023

The first study was done in 2003 — can you guess which direction the overall trend has headed since then? It’s easy to feel defensive when met with criticism, but remember; a customer complaint is valuable feedback from your customer that helps you identify shortcomings in your product or service.

Contact Center 87

Contact Center Self service Call Center Interactive Voice Response 87

DMG Consulting

APRIL 16, 2019

million in 2003 to approximately $1.7 We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. of capturing feedback from customers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Vistio

JUNE 29, 2021

” The first thing I did, this is 2002 or 2003, remember, I went to Yahoo, not Google, but Yahoo and looked up, “What is CRM?” They want the feedback. Within a couple of days, I got a callback and they were asking if I’d be interested in interviewing for their CRM team. And I said, “Of course.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52