Benchmark Quality management Sales Service level 
Balto
NOVEMBER 28, 2023
Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.
SharpenCX
AUGUST 31, 2021
A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. When your customers are satisfied with your service, they’ll come back.
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DMG Consulting
JANUARY 4, 2023
This is also the case for your contact center and other front and back-office service and sales organizations. Executives recognize the role and contributions of their customer-facing sales and service (collections, help desk, field service, etc.) organizations in building and enhancing their brand.
Taylor Reach Group
AUGUST 23, 2017
From the above, we can deduce that high-level (50,000-foot view) reporting is best suited for high-level, big-picture performance metrics such as what is the Service Level, Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) , First Contact Resolution (FCR) or Average Speed of Answer (ASA)across the organization.
Playvox
JUNE 22, 2023
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Setting agreed-upon metrics across different areas of the business — IT, the C-Suite, sales, operations, etc. — How do you boost agent retention?
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