SharpenCX

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” When your employees expect to be measured on their work, they’ll behave a particular way in order to achieve that measurement. Resolving an issue on first contact is so important. Metrics drive performance and behavior.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Fonolo

MARCH 4, 2020

We are literally about being customer-obsessed — so if whoever is calling needs to talk to the agent for 20 minutes 30 minutes 40 minutes, nobody’s going to say, “Well, why is your AHT so high?” NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. So, that metric? Informed by data and designed for people.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Customer Centric Support

FEBRUARY 6, 2017

In addition to agents being more focused and able to perform at their best, mindfulness creates an overall peace of mind and wellness that decreases call-outs and time away from work. The benefits of a more focused staff can be seen in call length and first call resolution as well. Customer Centric Support Home.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. Keeping employees motivated is a challenge in every industry. 70% of business transformation efforts fail due to a lack of employee engagement. As of last year, only 43% of call centers had a high understanding of KPIs. ’ It was everyone’s problem.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Taylor Reach Group

MARCH 8, 2019

and qualitative: First Call Resolution, Customer Satisfaction, Quality scores etc., To find out more about how Taylor Reach can help your company with contact center leadership and team development, CLICK HERE to schedule a free consultation.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Fonolo

FEBRUARY 20, 2020

We are literally about being customer-obsessed — so if whoever is calling needs to talk to the agent for 20 minutes 30 minutes 40 minutes, nobody’s going to say, “Well, why is your AHT so high?” So, that metric? While ADP Canada is aware of the less useful metrics, it’s even more aware of the strong ones. Learn more at ADP.com. About CSPN.

Customer Service 67

Customer Service Metrics Call Center Banking 67

Pointillist

JUNE 6, 2018

Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). It’s important to remember there are metrics on the employee side, as well, because employee experience drives the customer experience.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40