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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Metrics 195
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Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

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10 Ways to Build Customer Centric Organization

ProProfs Blog

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

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Should Customer Surveys be Anonymous?

Interaction Metrics

Clients often ask: do we need to allow for customer anonymity in our surveys? Market researchers generally provide the option for customer anonymity so that respondents who might otherwise feel embarrassed or fear reprisal can answer honestly. He recently wrote “ Are You Undervaluing Your Customers? Register here !

Surveys 62
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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. Just 30 percent of customers agree.

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5 Best Experience Management Metrics

ClearAction

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! So, what’s the solution?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.