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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

Service Level. That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. Improve these call center metrics will highly impact the customers’ experience, their satisfacion, and overall customer service you provide.

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8 Contact Center KPIs Add to your Management Tool Box

SharpenCX

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Service level. Service level is a fundamental metric. Service level helps you dissect the details of your call center.

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Why Your Contact Center Needs A Remote Work Policy?

Playvox

Remote work is a benefit that’s highly important to customer service agents. Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Why bring agents back when even managers are satisfied with it?

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Customer Service Data is the Nucleus of Your Contact Center: How to Use Data to Inform your Decision Making for Standout Service This Year

SharpenCX

The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year. Your hold times, your service levels, and your abandon rates all fall into this category.

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How to Use Net Promoter Score (NPS) to Drive Growth

GetFeedback

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

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A Data Framework to Find (and Fix) Gaps in Your Call Center Technology and Customer Experience

SharpenCX

Does our call center technology offer tools to help predict service levels and keep up with customer expectations? Use your call center platform to send out CSAT surveys and encourage customer feedback. Read Next] Find out more ways to encourage your customers to take customer satisfaction surveys and deliver feedback.

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Make Every Agent Your Best Agent With WFM — Even Remotely

Playvox

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Maintaining Quality Without Micromanaging.