CX Global Media
DECEMBER 28, 2017
Coaching is the #1 agent experience focus for 2018. At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change.
C Space
OCTOBER 1, 2018
Yet there is another type of unicorn that manages to fly under the radar of industry veneration but which is, in many respects, no less impressive. Senior Consultant at C Space. is a Senior Consultant in C Space’s Boston office and a core member of our global research team. In C Space’s 2018 report, Customer, Experienced.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Outsource Consultants
MARCH 9, 2018
Industry standards say that you want to answer 80% of your calls within 20 seconds. While this will mean 20% of the calls will have to be put on hold, 80% is a realistic goal that is used by most in the call center industry. Considering adding a new outsource call center partner in 2018?
Taylor Reach Group
MARCH 19, 2018
Many Contact Center managers assume that a target Service Level of 80 -20 is the industry standard and therefore use that as their own target. While this may be the most common service level for customer service Call Centers, the fact is that there is no industry standard for the Service Level.
COPC
SEPTEMBER 3, 2019
re-establishment of industry standards.”. is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management. In 2018, our forecasting accuracy had reached 96%.
COPC
SEPTEMBER 5, 2019
the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. In 2018, our forecasting accuracy had reached 96%. “… the technology revolution (e.g., Ding Yi (Allen), Director of Customer Service. Q: How have Ant Financial and COPC Inc. brought to Ant Financial?
COPC
SEPTEMBER 4, 2019
the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. In 2018, our forecasting accuracy had reached 96%. “… the technology revolution (e.g., Ding Yi (Allen), Director of Customer Service. Q: How have Ant Financial and COPC Inc. brought to Ant Financial?
Expert insights. Personalized for you.
159 
Let's personalize your content