Robert Davis

APRIL 5, 2018

Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers. These essential outbound measurements include: Quality scores. Welcome to the age of customer engagement. Completion rates.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers. These essential outbound measurements include: Quality scores. Welcome to the age of customer engagement. Completion rates.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Customer Service Life

JUNE 17, 2019

How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. Some metrics that we regularly look at include: Overall quality averages as well as individual agent performance.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63