2022 eBook How To Metrics 
Playvox
APRIL 21, 2023
For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. KPIs for voice and digital are very different, so it’s important to make sure you’re using metrics that map to the right channels and objectives.
SurveyGizmo
NOVEMBER 5, 2021
Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. Integrated data is how Sales and Marketing gets done.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
FEBRUARY 13, 2024
A 2022 ICMI study showed that the top two KPIs most customer support centers measure are customer satisfaction and agent productivity, respectively. In a 2022 Salesforce study , 78% of service agents said it was difficult to balance speed and quality. Remember to keep it focused on the right metrics.
Playvox
JANUARY 12, 2023
In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. Related Article: How to Manage a Remote Contact Center Now: 6 Best Practices. This will help them understand how their performance impacts the business.
Playvox
NOVEMBER 1, 2022
If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. Part of that support should include clear guidelines for how to come to a remote work agreement the right way in the form of a remote work policy.
InMoment XI
DECEMBER 23, 2021
So, are you looking for some inspiration to start your experience mindset off on the right foot in 2022? Want a succinct look at how to achieve meaningful survey listening? Get the four steps you need to follow in “How to Achieve Meaningful Listening Through Surveys”. You’ve come to the right place! Steps #3: Understand.
Playvox
OCTOBER 18, 2022
In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022. How to Make Remote Work a Win-Win Situation.
Expert insights. Personalized for you.
95 
Let's personalize your content