20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


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. Operational efficiency, particularly focusing on caller forecasting.

6 Secrets for Boosting Customer Satisfaction in the Contact Center


We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. Understanding Industry Benchmarks.

Six tips for scaling your sales and service team


Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base. Inbound calls are routed to the most appropriate agent, ensuring better agent and caller satisfaction. What works for six people can become a mess when applied to 60, 600 or 6,000. From the technology you use, the people you employ and the business processes you set in motion, everything has to be scalable.

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