Remove Automotive Remove First call resolution Remove Interactive Voice Response Remove Surveys
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KPIs for call centers: 8 critical metrics to track

Global Response

They want to provide great customer service, but also need to make sure their call center agents have support to perform optimally. In this situation, the business should track speed of answer and first call resolution. With Global Response, first call resolution is our gold standard.

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Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score. Make sure to listen to calls. In February, every U.S.

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Managing Customer Experience

Fenero

Simply put, customers want agents who are knowledgeable enough to resolve their issues with the right answer, the first time. Social media sites like Twitter and Facebook can also provide valuable customer feedback that can be used to improve further interactions. If they aren’t happy, they will leave you and go somewhere else.