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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
Complimentary

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...
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

Three Years Is Too Long To Wait

Tuesday February 21st 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
Complimentary

Why is customer effort so important?

Thursday April 26th 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!
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.

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.
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

Key Performance Indicators: Are You Measuring the Right Things?

Thursday September 2nd 2010 12pm Rated 0 0 Comments Performance KPI Metrics
Focus on the KPIs that meet the most powerful needs of your key stakeholders. A look at nine metrics that contribute to company success.
Complimentary

The High-Quality Contact

Tuesday August 31st 2010 11am Rated 0 0 Comments Quality Metrics Customer Loyalty Satisfaction
Quality is a moving target, which makes it difficult to define and evaluate. Understanding the tradeoffs among quality metrics is key to choosing the right measures.
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

Metrics that Matter

Wednesday August 25th 2010 1pm Rated 0 0 Comments Metrics SLA Budget Cost Measures Customer Employee KPI Performance Contact
A new twist on three commonly used KPIs will help you to stop chasing monthly goals and focus on service consistency.
Complimentary

Make Customer Feedback Actionable

Tuesday August 24th 2010 3pm Rated 0 0 Comments Customer Survey Chat Feedback Management Manager Metrics Tools Contact Process
An effective feedback process can help you to spread the customer’s story across the organization. Getting there takes a little elbow grease.
Complimentary

Selling Service

Tuesday August 24th 2010 11am Rated 0 0 Comments Support Executive Budget CRM Customer Marketing Metrics Contact
Are you not getting the internal commitment and support that you need for your center? Four steps to help you sell the value of service to key decision makers.
Complimentary
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Tweets You Care About


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  • SarahHedayati (Sarah Hedayati) The Importance of Management Coaching http://t.co/k2cfNRO4 #custserv #cctr via @ImpactLearning
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  • 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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