KPI
Translating KPIs into Customer and Business Value
April 19 by Grace FreundThis report will explore practical strategies and best practices for tracking financial metrics, building a business case for investment, and aligning your contact center's performance with C-suite ex...
Why Empathy And Personalization Will Be Your Greatest KPIs
July 17 by CCW DigitalCCW Digital research confirms that brands that embrace personalization along with empathy (aiming to humanize the customer experience), outperform competitors, arguably more than ever before. But pers...
Top 7 Call Center Objectives for 2014-15
March 11 by Brian CantorIf you are like most call center leaders, you will often find yourself wondering which metrics to use when evaluating call center performance. If you are a good one, you will remember that the mor...
Can Your Call Center Resolve Challenging Calls With Simple Solutions?
September 27 by CCW Digital Editor"Public" and "private" may be polar opposites to those in the business community, but from a call center perspective, the difference is not always so severe. Government contact centers, like corpo...
Thanks to Call Center Problems, Companies Failing on Customer Service
September 15 by Brian CantorWith so much attention paid to the transfer of customer service into new channels, companies are suffering the consequences of overlooking shortcomings in the traditional call center. Utilities co...
Questions Answered: Call Center Metrics That Matter, Social Media for Customer Service
July 27 by Customer Management IQCall Center IQ is not a mere publication—it is a community for customer management professionals seeking to generate actionable strategies for improving their call centers, customer service, m...
3 Call Center Metrics that Need to Be Knocked Off Their Pedestal
October 15 by Greg LevinConversations about contact center metrics often cause controversy – especially if you are having that conversation with me, and especially if I’ve been drinking at a conference cocktail...
Rev Up Your FCR Rate
October 12 by Greg LevineFirst-contact resolution has been a hot call center metric for years now. There are white papers and articles galore on the topic, and entire conferences and online forums dedicated to it. Most tell...
17 Minutes with Olga from Amazon
October 07 by Brian JamesonOver the past 3 years I’ve spent well over $4K at Amazon. That’s a scary thought. I like the hassle free shopping, quick checkouts, product reviews, and the wide selection of merchandise...
A Brief Primer on C-sat and E-sat Measurement
August 25 by Greg LevinSo many contact centers talk about how important their customers and agents are, but often end up unwittingly frustrating and losing hordes of each. One of the key reasons for this is that few cente...
To Train or Not to Train: Kicking Your Customer Service Up a Notch
August 23 by Rosanne D'AusilioAccording to a recent survey conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge o...