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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. Operational efficiency, particularly focusing on caller forecasting. Call centers who do not utilize data to understand popular calling times to their center become overworked.

Call Center 561
Call Center Metrics Contact Center Wait times 561
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Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

JANUARY 11, 2017

Let’s start with a definition of Customer Experience. I really like the definition from Mike Wittenstein , managing Partner of Story Miners® : “Customer Experience is the sum of everything your brand does FOR customers minus everything your business processes does TO them. They are both immediate post-interaction surveys.

Customer Experience 67
Customer Experience Interactive Voice Response Caller satisfaction Calibration 67
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