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6 Secrets for Boosting Customer Satisfaction in the Contact Center


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. Make Sure Your Metrics Are Accurate. Understand Your Customers’ Expectations.

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


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…”.


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Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

For more specifics, these were two financial services contact centers in this study. Each caller had an equal opportunity to participate in a post-call IVR survey. The objective of this study. Previous to this research, neither had the data collection methods implemented that were used for this study. Everybody can do it.

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9 Successful Tips Of Customer Service Agent Key Performance Indicators (KPIS)

Dialer 360

Thus, the choices by analyzing comprehensive contact center metrics and KPIs. The track of number and calls answers is the best great metric for several reasons. The study showed an 89% abandonment rate of customers on customer service. Besides, the industry as it is directly related to caller satisfaction.