Spearline
JANUARY 25, 2022
Remember that feedback can be positive or negative, and can come in many forms such as surveys, scorecards and KPIs. Measure the amount of latency your customer experiences on a call As mentioned above, latency on a call is a key source of frustration for a customer when on the phone with an agent.
Spearline
NOVEMBER 24, 2021
The situation is especially challenging if one, or both, of the callers have pronounced accents, which often happens on international calls. A survey* in January 2021 by IDC noted, “global business leaders rate latency a higher priority than speed.” Latency matters. So, what exactly is latency? Download your free copy.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Spearline
FEBRUARY 17, 2022
The importance of measuring latency Does your organization know how to measure latency on a call? The same article also referenced a survey from January 2021 by IDC. This survey stated that, “global business leaders rate latency a higher priority than speed.” In November, we wrote about why latency matters.
Spearline
FEBRUARY 17, 2022
The importance of measuring latency Does your organization know how to measure latency on a call? The same article also referenced a survey from January 2021 by IDC. This survey stated that, “global business leaders rate latency a higher priority than speed.” In November, we wrote about why latency matters.
Balto
FEBRUARY 6, 2023
We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. It’s crucial to have direct experience of things like call flows, processes, and winning behavior. In our survey, 46.7% Key word: opportunity.
NobelBiz
APRIL 18, 2022
Assess your call center agent satisfaction Measuring client satisfaction is obviously necessary for assessing the quality of the service and the experience provided. Because it is now so simple to deliver satisfaction surveys following an engagement, it is tempting to systematize them to the point where consumers do not reply.
Robert Davis
MARCH 2, 2017
RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We take this approach when developing call flows, in our interactions in leadership development and in teaching leaders how to use this approach with their people. Cable/Satellite Provider.
Expert insights. Personalized for you.
132 
Let's personalize your content