Straight Talk with Call Center Extraordinaire Art Hall
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Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast, you’ll hear Hall’s most crucial call center performance metrics for improved quality, how to effectively integrate voice of the customer and voice of the employee measurements, and how to drive revenue in the contact center. Hall also discusses metrics in a multi-channel environment, social networking and why a revamp of your call center will make it a revenue-generating center.
Tags:
people management
VOC
voe
quality measurements
voice of the employee
integrated quality measurements
IVR
satisfaction drivers
service level agreement
netbank
measurement program
after call survey
SLA
social networking
customer segmentation
presence collaboration
SLAs
session internet protocal
web chat
voice of the customer
social networks
average handle time
