Remove 2011 Remove Banking Remove Metrics Remove Technical Support
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Evolution of the support rep: from outsourced to in-office

Kayako

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.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

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).

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

The contact centre will support this by providing hints, tips, education and technical support. And, as its mode of operation broadens and becomes more proactive, its success will have to be measured by new metrics, reflecting its critical role in overall business performance. In 2011 Gartner predicted that.