Think Customers
FEBRUARY 11, 2020
How do you balance data decision-making with the human side of customer experience? TSF: I have an entire reporting department in my group that presents volume metrics as well as the complete voice of the customer. As we look toward better web-based training and online training, we’re also looking for gamification in that world.
BlueOcean
DECEMBER 16, 2019
While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. How will the holiday spike impact your SLA and KPIs?
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BlueOcean
DECEMBER 17, 2018
It may be that a reduced incident rate will be more important than a reduced average length of a phone call, so adjust your metrics as necessary. Likewise, tweaks to your outbound process might be helpful, with regular customers needing reminders or preparation regarding standing orders, delivering timing, and more. Read this next!
NobelBiz
APRIL 18, 2023
As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.
Natalie Petouhof
FEBRUARY 28, 2016
Why Is It Important to Balance Cost, Quality and Customer Service? Managing performance and productivity in a typical enterprise is no easy task, given disparate systems, complex processes and the differences in performance metrics between roles and functions. What Does Gamification Have To Do With Performance?
NobelBiz
APRIL 18, 2022
The explanation is simple: a dissatisfied agent with his tools, working circumstances, or hours will never produce a satisfied customer! Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work.
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. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.
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