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What Call Center Metrics mean to Customers

Taylor Reach Group

So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. This post was published in 2011 and updates in 2018.

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Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets

CX Global Media

You can never give agents schedules that they like and still meet service level!” She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community. EXPERT SESSION – Schedule and Forecast To Help Agents Win. Todd Hixon Capacity Manager, Hulu. Judy McKee ?Business

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Evolution of the support rep: from outsourced to in-office

Kayako

If your support team isn’t using the same tools as the rest of the business this means it’s difficult to use the same tags, adhere to the same service level agreements (SLAs) and generate the same reports. For instance, if their only metric is service level agreements, the quality won’t be in line with an inhouse team.

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Aeroexpress - setting the pace for quality service

Customer Interactions

The rail operator transported over 14 million passengers in 2011. For Aeroexpress, it was clear from the onset that achieving a faster return on this investment would be contingent on exceptional service levels – the kind of service that drives high ridership.

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10 Tips for Preventing Customer Complaints this Year

Fonolo

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%). The 2017 Customer Rage Study found that 56% of respondents had a serious problem with a product or service in the last year — a 6% increase from 2013.

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Higher Education Chatbots – Everything You Need to Know

Comm100

Reduce support costs Because a chatbot for education can handle an unlimited number of simultaneous chats, they allow support teams to maintain a high service level without the high support costs. Bots that are built to connect students with resources proactively.

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Customer Centricity has to be an Intrinsic Principle: an Exclusive Interview with Mr. Rohit M A, Co-Founder and Managing Director, Cloudnine

Customer Guru

The next lap of the journey began in 2011 when Matrix Partners made its first investment with us. Since 2011, it has been a completely different journey, scaling the number of units across Chennai, Gurugram, Mumbai, Pune, Navi Mumbai, Chandigarh, and Delhi, whilst keeping the ground solid and improving consistently.