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. However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition.

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

delighted

DECEMBER 17, 2019

Let’s take a look at root cause analysis in action with a real-world example: When a popular airline saw a gap between on-time departures and what customers thought about the punctuality of their departures, they knew something didn’t quite add up. The airline didn’t stop there. Q: Why are our delay communications so bad?

Customer Experience 40

Customer Experience Airlines Feedback Surveys 40

Fonolo

JULY 5, 2023

Communicate better internally This is an often-overlooked key issue for bigger, complex businesses such as airlines. These help you to gather specific, qualitative information about your CX and can provide some useful actionable metrics. What industry do you work in?” These are a major cause of frustration for customers.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

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.

Multichannel 50

Multichannel Customer Service Airlines CRM 50

8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. See a consolidated view of numerical and graphical details about call activities and metrics for selected dates. Provide a real-time view into critical contact center metrics. Analytics Features.

Analytics 48

Analytics CRM APIs Contact Center 48