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. In a recent study , more than a third surveyed stated this was the most frustrating aspect of a poor customer service experience!). 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

Customer Relationship Metrics

MAY 12, 2017

In review of the case study below, you may see your center and further understand the reason for constant scrutiny. The following discussion comes from a study conducted in an inbound sales and (sister) service group. Here’s where you may resemble the call center in the case study. And see the path to ending it.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62