Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”. Employee engagement.
Fonolo
JANUARY 14, 2020
When it comes to customer service and experience content, Shep is the Godfather. . And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. . Making your contact center omnichannel ready.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Ameyo Callversations
MARCH 1, 2022
Call centers are emerging as pivotal areas of customer journey design and brand experiences, increasing the challenges that call center managers face today. On an operational level, nearly 50% of contact center firms believe retention to be a key challenge for talent management – McKinsey.
Execs In The Know
MARCH 22, 2023
Do leaders at your company prioritize customer centricity and hold regular routines to review sentiment? Do they shadow contact center agents to keep a pulse on the experience and most common contact topics? An always-improving culture is set by leaders’ curiosity and engaged listening.
Qualtrics
JULY 15, 2019
It also gives you the data to link customer experience to value in order to prioritize future business initiatives. There are two popular methods for measuring customer experience: Net Promoter Score (NPS) and Customer Satisfaction (CSAT). NPS measures how likely a customer is to recommend your company to someone else.
Expert insights. Personalized for you.
561 
Let's personalize your content