Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. However, the call center routinely has long waits on the line. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. Well, that requires resources.

Construction 389

Construction Customer emotions Consulting Consulting 389

Fonolo

FEBRUARY 9, 2023

Its origins go back over five decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

JUNE 9, 2014

Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

Service level 96

Service level Call Center Abandon rate Metrics 96

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. She has served clients as an independent consulting partner since 2004. Follow Arie on Social Media: Twitter: Arie Goldshlager (@ariegoldshlager).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98