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. Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?”

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. Speech Analytics for Contact Centers. Provide a real-time view into critical contact center metrics. Contact center analytics. It’s called doing things.”. Wallboards.

Analytics 48

Analytics CRM APIs Contact Center 48

Eptica

MARCH 8, 2016

Secondly, at the end of interactions companies can now collect feedback on how the transaction went through consumer surveys , based on industry standard Customer Satisfaction (CSAT) and Net Promoter Score (NPS) metrics. This will speed up the process of responding to the consumer’s query. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines CRM 50

Fonolo

JULY 5, 2023

’ 6 Secrets for Boosting Customer Satisfaction in the Contact Center Forge emotional bonds with customers Striking a chord emotionally with your audience will win you customers for life. Communicate better internally This is an often-overlooked key issue for bigger, complex businesses such as airlines.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104