COPC

JULY 20, 2023

Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. Organizations are missing opportunities to view this metric differently to manage customer service delivery and its associated costs more effectively. Is that okay?”

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

SharpenCX

APRIL 8, 2020

So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes? Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. The answer lies in simplicity.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Global Response

OCTOBER 2, 2023

Providing Exceptional Customer Service One of the best ways to effectively manage your online reputation is to provide customers with exceptional customer service in the first place. Companies who have great customer service—think Zappos, Chewy, Southwest Airlines, and so on—tend to get great press online.

Call Center 62

Call Center Management Airlines outsourcing 62

Up Your Service

MAY 24, 2018

Original Grosum Interview Transcript: We grabbed the chance to catch up with Ron Kaufman, world’s leading educator and motivator, author of the book, Uplifting Service, and fourteen other books on service, business, and inspiration, about Organizational Culture and best practices. Do we have any best practices to share?

Airlines 40

Airlines Best practices Education Service level 40

CSM Magazine

OCTOBER 10, 2019

Delivering exceptional customer experiences should be core to what we do in the airline industry too. Many of the varied services we deliver for airports and airlines are directly customer-facing, while others take place behind the scenes but can have a profound impact on the customer experience.

Customer Service 40

Customer Service Airlines Government Best practices 40

SharpenCX

JANUARY 14, 2020

Can you boost morale, improve your service level, and retain customers without the extra cash? Download Now: Learn 29 best practices and coaching techniques for running your call center. Think through what industries are known for delivering subpar service. Internet and cable providers and airlines top my list.

Call Center 76

Call Center Customer Service Morale Finance 76

C3Centricity

SEPTEMBER 12, 2016

Again not the automatic response upon the completion of a job, but a real desire to provide more than just satisfactory service. The lowest acceptable service level at the highest price possible? Meal service is a three-star affair, not the snacks that most airlines offer today. And the seats, oh the seats!

Airlines 91

Airlines Coaching Banking Customer centricity 91