Call Center Weekly

APRIL 17, 2018

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. How do we then collect metrics on customer experience? I eventually moved back into full-time customer support in 2000 when I joined Automation Support as a Call Center Agent.

Contact Center 136

Contact Center Metrics Customer Experience Technical Support 136

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. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Follow Lyn on Social Media: Twitter: ClearAction (@clearaction).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98