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Metrics


Call Center Metrics: Measuring What Matters

Friday October 29th 2010 10am Rated 4 2 Comments Metrics
Recorded on October 28, 2010
Community

First Call/Contact Resolution; the Customer’s definition…

Tuesday August 24th 2010 9am Rated 3 2 Comments Benchmarking Customer Service Metrics First Call Resolution Strategy Satisfaction Customer Contact Data
You need to have the right data to determine your definition of FCR...
Community

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.
Community

Three Years Is Too Long To Wait

Tuesday February 21st 2012 10am Rated 1 1 Comment Customer Service Data Customer Metrics
Statisticians have estimated that in a lifetime of 70 years, the average person spends at least three years waiting. Waiting is an inevitable and even necessary aspect of human life. We wait in line at the grocery store, for red lights to turn green, and for movie trailers to finally stop so we can see the movie we paid to see.

Moving Metrics into Action

Friday May 13th 2011 7am Rated 5 0 Comments Metrics
Previously recorded on May 12, 2011
Community

Why is customer effort so important?

Thursday April 26th 2012 12am Rated 1 0 Comments Management Customer Service Metrics
In today's care environment, everyone is talking about the "metrics that matter." But what exactly are those metrics? Ask any operational manager and you're likely to get a different response. Some feel that first call resolution (FCR) and average handle time (AHT) are all you need; others think Net Promoter Score (NPS) and customer satisfaction (CSAT) are most important. And I agree … mostly. The tricky part with any metric is moving it in the right direction

Are You Social?

Monday January 31st 2011 1pm Rated 1 0 Comments Metrics Reporting Social Media
We are determined to get a baseline metric for the usage and impact of Social Media in the contact center. Take the survey... Reap the Rewards... Take the Survey Today!
Community

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.

The Myths and Realities of First-Call Resolution

Monday August 23rd 2010 1pm Rated 1 0 Comments Metrics Performance First Call Resolution Improvement Agent Customer IVR Management Contact
FCR is a widely misunderstood metric. But if measured appropriately against previous performance, it can drive positive business results.

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.
Community

The High-Quality Contact

Thursday August 19th 2010 1pm Rated 1 0 Comments Quality Metrics Customer Satisfaction Management Survey Technology Contact People
Quality is a moving target, which makes it difficult to define and evaluate. Understanding the trade offs among quality metrics is key to choosing the right measures.
Community

Session 604: The Metrics That Matter - Performance Reporting for Today and Tomorrow

Wednesday March 13th 12am Rated 0 0 Comments Metrics Performance Management
Contact centers are able to measure just about anything over any time frame imaginable. With so much data on hand, getting to the metrics that matter most is like finding a needle in a haystack.
Community

Session 703: Moving Metrics Into Action

Wednesday March 13th 12am Rated 0 0 Comments Metrics Measurement Management Performance
These days, contact center costs are getting more attention than ever and the pressure is being felt at all levels of the organization. Front-line managers are often caught in the middle and find themselves struggling to balance conflicting objectives and priorities.
Community

CCA Online Summit Session Example

Friday September 28th 2012 10am Rated 0 0 Comments Customer Service Metrics Measurement
If you were unsure if the CCA Online summit was right for you or maybe you were just unable to attend, check out this complimentary session from the most recent CCA Online Summit: Measuring Your Contact Center Vitals: Metrics, KPIs and Customer Satisfaction.





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

Friday April 27th 2012 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.
Community

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 2012 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.
Community
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