2004 Marketing Metrics outsourcing 
BlueOcean
OCTOBER 17, 2023
The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” Likewise, many organizations have established their own ESG guidelines and metrics—or been certified by third party validations—to hold themselves and their chosen vendors accountable. It is a worthy cause.
ijgolding
NOVEMBER 17, 2016
Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds!
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Fonolo
FEBRUARY 9, 2023
In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology.
Netomi
JANUARY 5, 2022
Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management. Follow Aimee on social media: Twitter: Aimee Lucas (@Aimee_Lucas).
Fonolo
JUNE 9, 2014
In the world of contact center metrics, “service level” has always held a special place. For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! Rockwell, which got out of the call center business in 2004, was one of the pioneers of the technology.
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