CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. management (WFM). Metrics that matter. According to Carlos Mu?oz their success.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. So, that metric?

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

FEBRUARY 20, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. We’ve got a solid set up, beginning with 1-800 or contact center agents,” Sidhu explains. So, that metric?

Customer Service 67

Customer Service Metrics Call Center Banking 67