TechSee

JUNE 4, 2019

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Call center training priorities. Virtual private tutors. One size doesn’t fit all. Get in the game. On-the-job learning.

Call Center 117

Call Center Training Technology Gamification 117

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. Think back to a time where you went to a restaurant based on a giant ad? Most likely very few times.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

ShepHyken

JULY 11, 2022

Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Businesses can’t focus on reaching their target audience and call it a day. Finally, this is an all-the-time consistent effort. Time to Emphasise Real-Time CX Metrics by Ginger Conlon.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

CSM Magazine

APRIL 12, 2018

There’s an old adage: What gets measured gets managed. In most call centers, average handle time is one of the leading metrics used to manage a rep’s performance. Employees need to know that we leaders have their backs. Creating the Right Behaviors by Using the Right Metrics.

Leadership 40

Leadership Average Handle Time Airlines Metrics 40

Michel Falcon Experience

FEBRUARY 11, 2019

My career started in 2007 as a call center agent in my early twenties. I joined, worked in the call center, answered a hundred calls a day for about a year, five days a week. And the, uh, the majority of the calls came from the US because that was where the biggest footprint was for the company.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60