Quality Contact Solutions

MAY 4, 2021

The purpose is to ensure alignment and course-correct as needed. Training – Understand at a high level the training the outsourcer provides. Is skills training offered such as de-escalation, customer service , or sales skills? How much lead time can you provide to ensure proper staffing to maintain service levels?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. B2C businesses that thrive on cumulative purchases should consider not only how much a customer spends, but also over what period of time.

B2C 64

B2C B2B Advertising Accountability 64

inSided

OCTOBER 2, 2019

If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. Take B2B software company, Infoland's Community for example.

Self service 67

Self service B2B SaaS Gamification 67

Comm100

FEBRUARY 19, 2020

Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. B2C businesses that thrive on cumulative purchases should consider not only how much a customer spends, but also over what period of time.

B2C 40

B2C B2B Advertising Accountability 40

Talkdesk

APRIL 8, 2016

Over the course of the webinar, Nate shared some of the wisdom he has learned as SpotHero’s Support Operations Lead and offered valuable advice to listeners during a lively Q&A session. Like many call centers, SpotHero measures and tracks common call center metrics such as service level, average wait time and average handle time.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Outbound and inbound customer services should be constantly measured to be improved. Service Level. Service Level. How does a call center service level formula look like?

Call Center 52

Call Center Metrics Abandon rate Management 52

JivoChat

AUGUST 24, 2021

Conversation ratings are a type of customer service metric that assigns a satisfaction rating to each customer resolution. The higher the rating, the better your team handled the customer’s inquiry regarding speed, service level, and helpfulness. All reporting should be live so you can react immediately. Dan Tjahjadi.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59