COPC

MAY 31, 2022

They also merit increasing employee engagement initiatives. has launched its Global Benchmarking Series (GBS). The original purpose was to set the precedent of what outsourced customer contact suppliers should deliver to buyers. emerged as a training and certification entity for the outsourced service providers.

Best practices 104

Best practices Customer Experience outsourcing Consulting 104

COPC

MAY 31, 2022

They also merit increasing employee engagement initiatives. has launched its Global Benchmarking Series (GBS). The original purpose was to set the precedent of what outsourced customer contact suppliers should deliver to buyers. emerged as a training and certification entity for the outsourced service providers.

Best practices 52

Best practices outsourcing Consulting Consulting 52

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. Employee engagement. Nathan Sansby @FMOutsource.

Call Center 561

Call Center Metrics Contact Center Wait times 561