CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. About Mary Beth Brackman : Mary Beth Brackman serves as Pinnacle Financial Partners North Carolina Client Service Center Manager.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Kayako

OCTOBER 29, 2015

Specifically, ever since the introduction of fibre optic cabling, a new kind of support system evolved: the outsourced helpdesk (most notably in the healthcare, financial and banking sectors). The tools and metrics aren’t aligned. Metrics allow you to align the success of the outsourced team with your business.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Customer Guru

JANUARY 3, 2018

Banks were not willing to work with us because we could not provide enough collaterals for leverage. The next lap of the journey began in 2011 when Matrix Partners made its first investment with us. The metric Net Promoter Score triggers and manages a lot of functions for us. Things changed dramatically after that.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95