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How To Preserve Your Contact Center QM Budget

Playvox

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. It’s not enough to stick to managing quality at the operational level.

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The evolution of contact center performance

Eptica

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

If these three measures are all high, it is likely that your outcome measures – customer loyalty and advocacy will also be high. This is a key measure to understand the balance between your products, services, and price in the market. The ability to solve a customer’s issue on the first contact with your company.

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

If these three measures are all high, it is likely that your outcome measures – customer loyalty and advocacy will also be high. This is a key measure to understand the balance between your products, services, and price in the market. The ability to solve a customer’s issue on the first contact with your company.

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

If these three measures are all high, it is likely that your outcome measures – customer loyalty and advocacy will also be high. This is a key measure to understand the balance between your products, services, and price in the market. The ability to solve a customer’s issue on the first contact with your company.

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30+ Contact Center Metrics to Measure Your Business Success

JustCall

Contact center metrics and key performance indicators are these parameters – the reflection of how a business has made its customers happy. While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed.

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10 Trends That Will Disrupt Customer Service in 2018 [White Paper]

Fonolo

That being said, we have a cautionary note about speed: While desired, it will not make up for emotionless customer service; in fact, empathy is weighted above speed when it comes to overall customer satisfaction. Advances in Live Chat Will Provide Greater Customer Satisfaction. Don’t miss the last 8 trends!