Global Response

MARCH 1, 2022

By determining and tracking KPIs for your call center, you can better understand what’s working and what’s not working in order to achieve your goals and drive results for your company and sales. They want to provide great customer service, but also need to make sure their call center agents have support to perform optimally.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

NobelBiz

FEBRUARY 15, 2023

Since it does not directly create a profit or new sales, customer service excellence is not often seen as a company’s top concern. However, poor customer service may severely affect the business and undermine your attempts to strengthen your sales strategy.

Customer Support 52

Customer Support CRM Contact Center Analytics 52

JustCall

OCTOBER 25, 2023

To know how efficient an agent is, companies use several data analytics tools and reports. But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play.

Surveys 52

Surveys Best practices Feedback Metrics 52

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NICE inContact

NOVEMBER 9, 2018

Strive to have your Average Speed to Answer under 10 seconds and your First Call Resolution (FCR) at around 70%. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. But if they are unhappy, you lose them – maybe for good.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Transfer rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

aircall

MARCH 1, 2021

Although what defines “good” customer service may vary from business to business, there are industry standards that you can use as a benchmark. Average amount of time to return a missed call lets you know how quickly your team can attend to the customer, even after a missed call, and indicates how efficient your CS operations are.

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

Tethr

OCTOBER 2, 2020

You don’t want to be leaving your customers’ needs and experiences behind while you rush off to meet sales quotas or try zigging instead of zagging your product or service in an unstable market climate. You may start with some theories that you’ll prove out using Tethr’s conversation analytics.

Customer effort 105

Customer effort Customer Care Coaching Surveys 105