Customer Relationship Metrics

MAY 12, 2017

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best practices. What call centers most often possess are common practices, not the best.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

GetFeedback

AUGUST 14, 2019

Use CSAT at key points in the sales process. After inbound sales calls, for example, prospects can share how satisfied they were with the conversation. But if you are just starting to explore customer feedback in general, this is a simple way to get started and then benchmark against in the future. Conclusion on CSAT .

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Osiris Parikh is a certified inbound sales professional and SEO strategist. Osiris Parikh @CommonSenseEd.

Call Center 561

Call Center Metrics Contact Center Wait times 561