The Key Aspects of Measuring and Analyzing Contact Center Performance
Measuring the efficiency of a contact center is a multifaceted process that depends largely on its primary function: whether it focuses on customer service or sales. The selection of metrics and their analysis significantly influence the organization’s operational flow and goal achievement. Here you can read the key aspects of measuring and analyzing contact center perfomrance.
Customer service as a competitive tool: What is good customer service?
What is good customer service? Excellent customer service includes the following elements: The service is friendly and consistent, regardless of the customer service representative. The customer feels heard and understood and knows what will happen next. The matter is resolved in a single contact. Listening to hold music is kept to a minimum. There is […]
5 (critical) reasons to integrate a quality management system into your customer service system
A customer service system is an important investment for an organization. Compliance, usability, integratability… There’s a lot of things to consider. The ultimate purpose of a customer service system is to improve work efficiency and make work easier for users so that they could provide a smoother service and better customer experiences. You should also […]
How to achieve customer service goals?
Quality assurance is probably one of the only ways to ensure that the goals set for customer service are achieved.
How to make the most of the contact center’s quiet moments?
Summer is usually a quiet time for customer service. Seasonally and regardless of the sector, there are quiet moments throughout the year. So this is a good time to do a little deeper analysis of what happens in customer encounters.
Leveraging the protégé effect in customer support
The importance of customer support can never be underestimated. Your agents are at the frontline of your business, and often also the last person your customers interact with after a sale is made or when they have issues with your services. Customer support agents are the ones handling your company’s reputation, and the satisfaction of […]
