Implementing a balanced scorecard to measure agent and contact center performance
DMG Consulting
DECEMBER 10, 2018
Question: We’re implementing a balanced scorecard to measure agent and contact center performance. What categories should we evaluate?
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Customer retention software: Everything you need to know
Zendesk
MAY 12, 2021
But different types of software vary in features that can help you learn more about your customers and improve various aspects of your business to meet retention goals. Customer relationship management (CRM) software. Your CRM showed that a customer visited your company website after seeing an advertisement.
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Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)
Callminer
FEBRUARY 21, 2018
Lauren Stafford is a Digital Publishing Specialist at Discover CRM. Call centers can forget about the importance of implementing a system that integrates well with their current CRM solution. The latter includes agents’ self-analysis scorecards. @discover_crm. When purchasing a call monitoring solution…”. Craig Borowski.
Customer Relationship Management System Features: What a CRM Includes and What It Doesn’t
Totango
JANUARY 29, 2019
With this much information and so many customers, you need software that will inform you when a customer experiences a relevant event. Some enterprises turn to customer relationship management (CRM) systems to make it easier to juggle a large number of clients. The Benefits of a Customer Success Platform.
37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Customer service managers shape the customer service experience at an organization, so…”.
37 HR Professionals & Hiring Managers Share the Most Useful Customer Service Interview Questions for Managers
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Customer service managers shape the customer service experience at an organization, so…”.
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