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Measurement


Giving Your Quality Program “Teeth”

Tuesday November 15th 2011 9am Rated 3 1 Comment Measurement Quality Management
As call center leaders, we fancy ourselves as both scientists and artists. In a highly complex, people-fueled, and time-intense operating model, the ability to balance intuition and analytics is paramount to our success. Let’s leave the world of art for a moment and focus on science. One of the characteristics of call centers that I am continually drawn to is their innate measurability.
Complimentary

One More Time, What Is the Value of Customer Service?

Thursday June 9th 2011 8am Rated 3 1 Comment Customer Service Metrics Measurement
The world of customer service and support still lacks the depth of respect that it deserves, it’s improving each year, but it’s still a struggle to prove that the contact center is more than a black hole. Fulfillment operations where upselling is a routine part of the contact center business has an easier time making a case that they matter to the bottom line of the business. All other types of contact centers have to show their value almost every day.
Complimentary

How do you Measure Customer Experience?

Tuesday August 2nd 2011 10am Rated 1 1 Comment Measurement Customer Expectations
A friend of mine emailed me last week with one question: “Mary, how do you measure customer experience?” My friend is a Six Sigma, black belt, call center executive. Therefore, I naturally approached this question as not only a challenge, but also an opportunity to provide him with an answer he could actually use. So... where does one start when wanting to measure customer experience?
Complimentary

Why Your AHT Goal May Be: If You Can’t Measure It, You Can’t Manage It

Wednesday September 21st 2011 8am Rated 5 0 Comments Benchmarking Measurement
In the end every organization has to decide the strategic role its contact center plays within the greater organization structure and then build from there.
Complimentary

CCA Essential Reading List #6: Survey Methodologies, Research & Math

Friday October 8th 2010 1pm Rated 1 0 Comments Book Review Customer Service Forecasting Growth Rate KPI Measurement Metrics Queue
This is list contains two must read books, "Customer Surveying" & "Survey Pain Relief." Taken together, there is no better set you could ask for for an understanding of measuring customer staifaction.

How to Measure Supervisor Performance

Tuesday August 31st 2010 1pm Rated 1 0 Comments Supervisor Performance Measurement
Move beyond team averages to address the behaviors and skills that drive employee and customer satisfaction, and business results.

Audit Your New Hire Training Program

Monday August 23rd 2010 3pm Rated 1 0 Comments Hiring Training Measurement Performance Employee Survey Contact
The first months of employment sets the tone for rep engagement, retention and success.
Complimentary

Measuring Customer Handle Time: Introducing ACTI

Monday August 23rd 2010 9am Rated 1 0 Comments Call Handling Metrics Measurement ACD Customer Experience IVR Management Manager Quality Contact People
Introducing ACTI — a new metric that aligns service quality and efficient delivery for a lasting impact on customer loyalty and costs.
Complimentary

Session 701: Panel Discussion: Ban AHT & Reduce Your Metric Footprint

Friday April 27th 12am Rated 0 0 Comments Metrics Measurement
Holding agents responsible for AHT has long been a standard (and sacred) performance metric. Due to the convergence of three powerful external forces, the value of quantitative measurements are coming under closer scrutiny.
Complimentary

Session 904: Contact Center Best Practices – What Should I Be Measuring And How Do I Get The Rest Of The Enterprise Onboard?

Thursday April 26th 4pm Rated 0 0 Comments Leadership Management Metrics Measurement
Tourists…you know who they are. Your colleagues from other departments who stroll through your center, are copied on your reports and always have an opinion on how to improve service levels…even though they have never handled an irate customer call, or interviewed 57 CSR applicants in a single day.
Complimentary

Simplifying your Business

Wednesday March 28th 12am Rated 0 0 Comments KPI SLA Analytics Continuous Improvement Improvement Measurement Metrics Optimization Performance
Simplifying your business begins with the right measurement tools to optimize performance in your call center.

Essential Readings in Six Sigma

Sunday October 3rd 2010 10pm Rated 0 0 Comments Customer Expectations Customer Service Forecasting Implementation Measurement Metrics Models Quality Process Tools
Six Sigma is a proven quality program that is increasingly being used in the service sector. This list of books on Six Sigma can be used as a starting point to understanding this exciting methodology.
Complimentary

VSP Vision Care

Wednesday August 25th 2010 8pm Rated 0 0 Comments Culture Hiring Performance Employee Certification Customer Management Measurement Metrics Training Quality Contact People
A core value of this contact center’s engaged workforce is a strong service orientation for internal and external customers.
Complimentary

Training Tips Every Manager Needs to Know

Tuesday August 24th 2010 2pm Rated 0 0 Comments Training Technology Measurement Manager Employee Team Contact Learning
Improve the stickiness of your training through clear objectives, effective job aids and valid measurement.
Complimentary


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Tweets You Care About


  • MoveTweet (IamOkema) Superb read on how companies are re-thinking business & using #SocialMedia to explore http://t.co/7vGvzBqh | #business #leadbiz #custserv
  • JobServeLtd (JobServe) RT @TravelJobsAgent: New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • UpwardlyMe (KC @Upwardly.Me) Alternatives to Verizon - Skype, Grasshopper, Google Talk, VoicePlus...Verizon should realize they don't OWN the phone biz #CXO #CustServ
  • PunksatonyPics (Chris) You know what, having a root canal done without the aid of drugs is preferable to dealing with anyone from @ThreeUK #customerservice #haha
  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
  • Blankita_n10 (Blanca Navarro) con la fokin groceria no van a lllegar a ningun lado man #customerservice #staples #winchester
  • socialskipper (Sally-Anne) Thank you SO much Chrissy at @cwonderstore for the amazing customer service this morning!! #custserv #win
  • mbarbagallo (Michael Barbagallo) #CustomerService week in review for week ending 5/12/12 http://t.co/sn7EoGcV #custserv #cctr #custexp
  • TravelJobsAgent (Travel Jobs Agent) New #Job Catering/ Hospitality/ Travel Experience Wanted #Liverpool http://t.co/B8rbsKjH #Hiring #Permanent #CustomerService
  • ServiceVantage (Jeff Bennett) @grazie1110 Absolutely. A little personal attention and patience go a long way. #custserv
  • rachelloumiller (Rachel Miller) Call Center Coaching — How Far Do Responsibilities Go? http://t.co/mMqlbn1Y #cctr #custserv via @ImpactLearning
  • callcenterdr (Mary Bartels - Cook) Accent shows off new facility in Jeffersonville http://t.co/GFStPGBc #cctr
  • rlconrad7 (Ryan Conrad) Looking for case studies done on having Cust Serv Depts telecommute. Any info is appreciated! #CustServ #customerservice
  • TELUSsupport (TELUS Support) RT @Jany_Jang: @TELUS @TELUSsupport Shout outs to Lorey for her great #customerservice over the phone - need more bubbly personalities like her ;)
    



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