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

Callminer

JULY 23, 2019

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.

Best practices 140

Best practices Feedback Call Center Coaching 140

Fenero

MARCH 31, 2019

Every department within an organization – from sales to IT – must be focused on delivering a positive customer experience so that it is consistent across the board. Simply put, customers want agents who are knowledgeable enough to resolve their issues with the right answer, the first time. It really is a team effort.

Customer Experience 9

Customer Experience Management First call resolution Automotive 9