Global Response

DECEMBER 21, 2022

A QA process can help improve quality of customer service by measuring qualitative data from calls and interactions alongside quantitative data. If Customer Satisfaction Scores (CSAT) is a metric you’re tracking (and it should be!), FinTech, banking, healthcare, transportation, etc.) Of course—it’s never too late!

Call Center 62

Call Center Outbound sales Feedback Best practices 62

Callminer

NOVEMBER 25, 2019

However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel. Types of Call Centers. Not all call centers are created equally. Generally, there are two main types of call centers: Inbound Call Centers. First Contact Resolution.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Customer Centric Support

FEBRUARY 6, 2017

Better metrics, happier customers and more engaged agents are results we all want to know more about. On a larger scale, a few years ago Bank of America leadership was fraught with staffing issues at all of their many international call centers. The financial benefits to improved retention are undeniable.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. Pick a mix of financial, customer and operational metrics.

Analytics 43

Analytics Metrics Government Journey mapping 43