Transparent BPO

MARCH 11, 2020

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking. Benchmarking and ROI.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Customer Guru

JANUARY 3, 2018

The gaps in service standards were huge. 55 babies are born every minute in India (almost one every second), and with statistics like that, it becomes very difficult to exert quality control by any government or such agencies, especially in our country. The metric Net Promoter Score triggers and manages a lot of functions for us.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Comm100

NOVEMBER 13, 2022

As online service demands became more challenging during the pandemic, organizations needed to ensure they were taking care of agents on the front line. This meant a shift away from efficiency metrics towards agent wellbeing. Expect to see this trend continue, as there remains much room for growth in this area. Founded: 2009.

Customer Service 78

Customer Service Chatbots Best practices Surveys 78