Comm100
MARCH 28, 2018
The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the team’s performance and make improvements to service. This blog post details some of the practical aspects you’ll need to consider when building a reporting system for your team.
Playvox
NOVEMBER 1, 2022
Forty-two percent (42%) reported not having one at all, and 24% weren’t sure if they had one. Managers reported that they had done well at leading a remote workforce — 64% said their contact center has been extremely or very successful in supporting remote workers. Measure Performance.
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Clarabridge
OCTOBER 25, 2016
Forbes reports that 52% of customers will not spend more than 3 minutes filling out a customer feedback form. And 80% of customers have abandoned a survey halfway through. One Clarabridge customer replaced a long survey with a high abandonment rate with a much simpler one that included a few scored questions and one open-end.
Playvox
JULY 14, 2023
Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement. People will also abandon live chats if they are left for too long a time period. Another indicator of satisfaction is customer sentiment.
TeamSupport
JULY 6, 2018
Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit. Spot trends via customer support reporting and understand how the volume directly correlates to business decisions being made in other departments.
Playvox
JUNE 22, 2023
Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Put in place callback options during peak time periods to reduce wait times and call abandonment rates. Want to learn more about key call center efficiency metrics?
TeamSupport
JULY 6, 2018
Some of the more traditional customer support KPIs – like abandonment rate and first response time – are classic KPIs borrowed from departments like sales that aren’t always a natural fit. Spot trends via customer support reporting and understand how the volume directly correlates to business decisions being made in other departments.
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