Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

CX Global Media

JULY 12, 2019

I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Kayako

OCTOBER 29, 2015

This means that not only do you have very little knowledge of the operations that are going on in the support team, but you also have no way of knowing what your customers are saying to your support team about your product or service. The tools and metrics aren’t aligned.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). Provide a seamless customer experience. Handpicked related content: 4 Metrics Your Call Center Needs to Track in 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. The next lap of the journey began in 2011 when Matrix Partners made its first investment with us.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Comm100

NOVEMBER 13, 2022

As online service demands became more challenging during the pandemic, organizations needed to ensure they were taking care of agents on the front line. This meant a shift away from efficiency metrics towards agent wellbeing. 71% of customers have made purchase decisions based on the quality of customer service received.

Customer Service 75

Customer Service Chatbots Best practices Surveys 75