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How to Re-energize Your VoC Program

Lumoa

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Here are some key insights.

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Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

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Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

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[Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program

ChurnZero

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about.

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Atlas Highlights - January 2021

Lithium

Crisis Communications Announcement. We have opened up the Crisis Management Group Hub to provide a space for urgent communication discussions among our users, and we recommend everyone to subscribe to the group hub. Community Analytics: 8 Best Practices You Don’t Want to Miss! - Webinars & Events. January 21, 2021.

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New Outbound Lead Generation Programs: Top 15 Challenges for Call Centers

NobelBiz

Outbound Lead Generation In a call center, outbound lead generation is typically achieved through direct communication with prospects, usually via telephone calls. This challenge involves acquiring consent from prospects, securely storing data, and making sure communication practices do not infringe upon any rules.