aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

Fonolo

JULY 5, 2023

30 Call Center Tips and Tricks You Can’t Live Without 3. Personal Experience The most important factor determining customers’ perceptions is their experience with your brand. These help you to gather specific, qualitative information about your CX and can provide some useful actionable metrics.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Fonolo

AUGUST 25, 2020

When companies want to test how a new product or service, or even a change of brand, will be received by their customers, they use ‘beta’ test groups. The Executive Guide to Improving 6 Call Center Metrics. These groups are made up of a selection of customers designed to represent the customer base.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

Tethr

OCTOBER 2, 2020

Are our customer interactions creating happy customers, loyal brand ambassadors? While we acknowledge that ROI is one of the main things call centers measure, often using a metric referred to as FCR, or first-call resolution , our research indicates it’s more nuanced than that. to NOT DO?! What gives?

Customer effort 109

Customer effort Customer Care Coaching Surveys 109