Nicereply
MARCH 14, 2023
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.
Callminer
AUGUST 1, 2017
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. This will improve campaign performance overall including agents’ service levels.
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Customer Service Life
SEPTEMBER 21, 2017
In 2007, in the midst of the Global Financial Crisis, any prospect of new business was welcome. My boss approached me and said, “Hey Jeremy, you might start seeing calls, emails, and chats trickle in about this new VOIP phone service. If you’re anything like me, you may be tracking too many metrics.
Xaqt
FEBRUARY 6, 2020
Cisco acquired the company in 2007 before we fully delivered on the vision, but recent developments in the market make now the perfect time to implement. In the previous scenario, your manager received an alert notifying him/her that service levels for the day were below goal. technologies were first emerging.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. Nate Masterson @MapleHolistics.
Customer Guru
JANUARY 3, 2018
When we started the journey of Cloudnine in 2007, we did not have any great ambition of growing beyond one unit. It was always our belief that word of mouth is going to be the biggest proponent in scaling our services. From 2007, the way in which “word of mouth” can be propagated has changed with the onset of digital media.
Xaqt
JUNE 22, 2020
This can wreck havoc on contact center reporting because most vendors have their own calculations for metrics and it's difficult to navigate the differences between them (ie, does Total Handle Time include After Call Work Time and AUX?, or "Does Service Level include Calls abandoned?").
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