NICE inContact

JANUARY 28, 2019

That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. . Make it fair.

Call Center 136

Call Center Contact Center How To Poor Customer Service 136

SurveySensum

JANUARY 9, 2024

These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts.

Effort Score 52

Effort Score Metrics Customer Satisfaction Policies 52

Stella Connect

FEBRUARY 15, 2022

It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. First, an Answer About Why Call Centers Have High Turnover.

Call Center 52

Call Center Contact Center Study Employee Engagement 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center Call Center Training Management 52

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. How do you find quality agents in the recruiting process?

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. How do you find quality agents in the recruiting process?

Culture 40

Culture Contact Center Metrics Competitive Advantage 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. How do you find quality agents in the recruiting process?

Culture 40

Culture Contact Center Metrics Competitive Advantage 40