Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. Organizations must create performance management and employee development programs that use customer relationship metrics to drive their service delivery. Think about the evaluation, the calibration, and the coaching.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

NobelBiz

APRIL 3, 2023

Using technology to record and analyze each and every customer encounter, developing and employing evaluation criteria, teaching and training agents, reporting and monitoring quality metrics are all part of call center quality management. Customer retention is described as a contact center’s ability to keep its customers over time.

Quality management 52

Quality management Call Center Management Calibration 52

Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. That translates to about 32% of your agent workforce that could turn over.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

JustCall

NOVEMBER 24, 2022

To attribute the success of complex B2B deals, you need to attribute a high value to collaborative selling that requires other teams, stakeholders of the company, and prospects to be well-calibrated and peacefully collaborate with the sales process. The real deal is when the customer keeps returning for more and stays loyal to the brand.

Accountability 52

Accountability Calibration Sales B2B 52