CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Government Industry sectors with the highest levels of callers reporting their biggest pain point is agents not knowing answers. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Balto

JUNE 23, 2022

The least represented were Real Estate (2.7%), Collections (3.4%), and Government and Non-Profit (3.7%). Figure 6: Tukey's Range Test of reasons for going off script We used this test to discern whether there were differences in responses between metrics. Retrieved June 28, 2022, from [link]. 2022, March 29). Methodology.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

OCTOBER 31, 2022

But knowledge retention isn’t the only metric worth looking at. While executive leadership in onboarding was correlated with lower knowledge retention, executives still have an important role to play in culture, morale, and belongingness. Government & Non-Profit. Retrieved November 1, 2022, from [link]. Collections.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52