Call Center Banner Stats

Analytics & Metrics
129 results
of 12
Posted:

Customer Experience, as much as everything else in organizations today, is changing.
And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their... Full Content »
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How much money is your company losing in “no fault found” product returns?

So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.  

Your call... Full Content »
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Customer experience optimization requires real-time access to holistic information; this enables essential agility for focusing on the customer’s priorities.  This dynamic view of your customer’s world in real-time transforms your sales and service professionals into a team of trusted advisors and gives your organization a... Full Content »
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While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. The Contact Center Research team has written a report describing an algorithm-based approach to FCR that is the market-proven and affordable... Full Content »
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Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes.

In this webinar we will help call center... Full Content »
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Leveraging the Agent Scorecard to attain overall Excellence

Continuously, businesses have taken measures to gain a better customer’s relationship in the buying and selling of products and services. Many take a ‘snapshot’ look at marketing, operations, or automation, but few through the eyes of Total Customer Service... Full Content »
Posted:

Register to view the webinar on demand now!

We’ve all been hearing it - “First Call Resolution is the most important metric”

The promise is big - but why are FCR initiatives failing to drive a significant impact?

Register for this complimentary webinar and learn how you can:


Understand the Customer Experience... Full Content »
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Donna-Fluss
Join us as Donna Fluss, President of DMG Consulting, a provider of contact center and analytics market research and consulting, and Mark Egge, Speech Analytics expert at Calabrio, share insights into best practices for implementing and getting the most out of Speech Analytics. Full Content »
Contributor: Ken Lahti, Ph.D.
Posted: Mon, 02/16/2009
Ken Lahti, Ph.D.

In the telecom industry, where balancing customer service issues with sales and staff churn are constant challenges, cutting employee turnover by half while increasing consumer sales and efficiency is an amazing achievement. The secret to EMBARQ’s success is rebuilding the hiring process around industrial-organizational psychology-based... Full Content »
Contributor: Ashish Singru
Posted: Tue, 02/17/2009
Ashish Singru

Microsoft’s Ashish Singru knows a status quo marketing strategy is no longer effective. Evolved brands, which are effectively forging relationships with consumers, as well as creating relevant engaging messages and unique customer experiences, are abandoning the traditional broadcast model and are now dominating the Web 2.0 terrain.... Full Content »
Contributor: Blake Landau
Posted: Sun, 02/22/2009
Blake Landau

Microsoft’s Ashish Singru knows status quo marketing is no longer acceptable. Evolved brands, which are effectively forging relationships with consumers, as well as creating relevant engaging messages and unique customer experiences, are abandoning the traditional broadcast model and are now dominating the Web 2.0 terrain. Learning about... Full Content »
129 results
of 12
Posted: Tue, 08/17/2010
Blue Sky Session: Evaluating Your Touch Points to the Customer

Darin Phillips speaks at the March 2010 Customer Experience Summit on quantifying data from unstructured feedback and call center metrics. Based on feedback received from summit participants, the Blue Sky Session has been specially designed to allow senior customer experience executives to engage in a dialogue on how customers are quantifying the Full Video »
Contributor: Blake Landau
Posted: Sun, 02/22/2009
PodcastImage
Microsoft’s Ashish Singru knows status quo marketing is no longer acceptable. Evolved brands, which are effectively forging relationships with consumers, as well as creating relevant engaging messages and unique customer experiences, are abandoning the traditional broadcast model and are now dominating the Web 2.0 terrain. Learning about Full Podcast »
Contributor: call center week
Posted: Sun, 11/22/2009
call center week

Customer surveys usually provide only directional information because gaps in survey methodology make it difficult to provide the detailed information required to evaluate how customers truly feel and act. This white paper explains how Speech Analytics helps to close the gaps.

Today, customers are telling companies exactly what they think abou Full Sector Report »