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How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. How do we then collect metrics on customer experience? Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume). They also have the power to take their money somewhere else.

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Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. We discussed what we discovered from the research in a recent podcast.

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A History of Customer Support Technology

TeamSupport

Facebook introduced Pages for businesses in November 2007, providing a dedicated space for companies to create a presence on the platform. At the same time, help desk software became more sophisticated in the mid-2000s, offering integrated solutions for managing customer support tickets, automating workflows, and tracking performance metrics.

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17 Must-Read Books for Support Managers

Nicereply

Made to Stick: Why Some Ideas Survive, and Others Die By Chip Heath and Dan Heath Published: 2007 Length: 291 pages Why do urban legends, conspiracy theories, and bogus news stories circulate effortlessly while important ideas ―ideas from scientists, teachers, or journalists― often go unnoticed? Books on communication 1.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively.

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Stop Building CX Departments and Build Influence Instead

Horizon CX

A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict. The company grew into a billion-dollar business and was sold to a French Company, in 2007 through further transfers and was finally acquired by Motorola in 2020.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.