Balto
AUGUST 3, 2022
As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?
SharpenCX
NOVEMBER 17, 2021
>> Read Next: What Metrics to Measure in your Contact Center to Save Customer Retention and Build Brand Loyalty. Spotify, originally founded in 2006 in Sweden, continues to see success. The music streaming platform Spotify masterfully retains customers. And, we’ve done a deep dive to see just how they do it. >>
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Callminer
FEBRUARY 21, 2018
Mihai Corbuleac is a Senior IT Consultant at ComputerSupport.com LLC , an IT support company providing professional IT support and cloud services to businesses across the United States since 2006. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology.
Customer Interactions
JULY 7, 2015
Some contact centers claim to prioritize customer satisfaction, but all they’re accountable for are operational metrics. In a 2006 Bain study, 80% of companies surveyed claimed they offered a “great” customer experience. The result of lip service? Only 8% of those customers claimed to have received “great” service.
Contact Center Geek
AUGUST 7, 2014
As call center leaders we know that every metric can be abused, even if unintentionally, and therefore must have a counter metric to monitor. Call centers learned this many years ago when we created incentive plans based solely on Average Handle Time without a quality metric to counter it. Comcast is not the first.
Toister Performance Solutions
JANUARY 20, 2022
However, I’ve come across a number of CCOs who are also responsible for brand, marketing, sales, customer success, and/or the contact center. Bliss published Chief Customer Officer in 2006. Do clear metrics exist for measuring progress? Is the CCO role a fad or a real trend? This appears to be a real trend.
Noble Systems
FEBRUARY 24, 2019
Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused by contaminated food, The Centers for Disease Control and Prevention (CDC) uses three types of information: epidemiologic; traceback; food and environmental testing. left within 3-6 months.
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