22 Mar What Are the QA Metrics and Terms in a Call Center?
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics....
QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics....
The right answer benefits both your business and your customer. It's especially good when that answer comes via the first contact....
You survived the holidays and you’ve got new customers! Now what? To make the most of these new relationships use segmentation of holiday customers to your advantage....
As we’ve stated CSAT and NPS are two often talked about (and argued about) metrics. Let’s go deeper into a few more customer success metrics. The following KPIs help you plan your strategy and monitor your revenue and costs of customer success. ...
Putting two important metrics in perspective and understanding why they are both measured with 5 examples each of CSAT vs NPS®....
Latency, language differences, awkward auto-corrects, improper use of emojis (no, the poop emoji is not chocolate and 'LOL' doesn’t mean lots of love): there are many challenges for communication in contact centers with omnichannel customer access. Upgrade your approach to communication. ...
An abusive agent is detrimental to a company, and so is an abusive customer. Is booting the bad ones, lik Uber is, good customer service? ...
Beth contacted her wireless provider via chat to ask about data upgrade options for her phone plan . The customer service rep, Dale, answered her question with ease. Beth thanked him, they talked about how cool the most recent “Game of Thrones” episode was and...
The call center has evolved into the contact center through a variety of technological innovations that followed the trusty telephone. (I have mine right here, in case I’m hit by a food craving) The net, IoT, the cloud and AI have and will continue to...
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