Fonolo

AUGUST 24, 2017

In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction. Understand Your Customers’ Expectations. Make Sure Your Metrics Are Accurate.

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Customer Relationship Metrics

JANUARY 11, 2017

No, I’m not talking about sex — I’m talking about customer experience. What does customer experience have to do with sex? Just like sex in high-school, customer experience has gone wild. Let’s start with a definition of Customer Experience. It’s all about how the experience makes them feel.”.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67