TeleDirect
DECEMBER 14, 2023
The latest call center technologies change that. The advanced call center technology we incorporate provides nearly instant access to your customer’s historical data, ensuring concierge-level support and no repetitive questions. This data is also instantly available to you and your team.
CCNG
JULY 27, 2022
Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. In the past, call centers primarily interacted with customers by telephone to resolve inquiries quickly and at the lowest cost. Call center agents are the brand ambassadors and voice of the customer.
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aircall
MARCH 12, 2021
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 metrics and KPIs. The average time to return a missed call. First call resolution.
The Northridge Group
NOVEMBER 9, 2022
A robust QM program uses listening, screen monitoring, and advanced data analytics to identify both issues faced by individual associates, as well as larger, systemic issues contributing to an undesirable CX. First Call Resolution increased 40 basis points, which equated to $500,000 in cost savings.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
aircall
SEPTEMBER 22, 2021
While these surveys can be in the form of written questionnaires, in-person interviews, or phone calls, they are now more commonly done over the internet or other digital means. Once you’ve gathered the data, you can use certain tools to help with customer feedback analysis. Customer Effort Score (CES). Collecting Customer Feedback.
Global Response
JANUARY 9, 2023
Customer service that goes above and beyond to help customers feel valued, stay loyal to your brand and enjoy a standout experience. Just look at the data: 68% of customers would be willing to pay more for products or services from a company that offered great customer service. Why Good Customer Service Skills Are So Important.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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