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What to Expect in the Contact Center in 2013?
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Satisfaction
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
Article
Deloitte Services
Wednesday August 25th 2010 10am
Rated 2
0 Comments
Survey
Satisfaction
Data
Continuous Improvement
Quality
Agent
Coaching
Support
Team
Contact
Breaking the mold: A look at Deloitte Services’ journey to achieving distinctive service.
Community
Spotlight
Co-opetition: Engaging Your Call Center Competition as Partners in Profitability
Thursday May 26th 2011 12pm
Rated 1
0 Comments
Customer Loyalty
Satisfaction
Inbound
Co-opetition is a century-old concept that involves cooperating with your competitors for mutually beneficial results. It is also an immeasurable opportunity to grow your business. With numerous competing companies in a volatile market, opening yourself up to the advantages of a cooperative partnership will inevitably lead to client satisfaction and increased profits.
Article
The High-Quality Contact
Thursday August 19th 2010 1pm
Rated 1
0 Comments
Quality
Metrics
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Satisfaction
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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
Article
The High Cost of Employee Dis-engagement
Thursday August 4th 2011 11am
Rated 0
0 Comments
Agent
Satisfaction
Performance
If you care about sales or customer service levels – and I think we all do – then you should care about how your agents feel about their job. For this reason, many call centers are turning their attention to employee engagement. In our most recent study of nearly 120 call center and BPO firms, we found that 76% of call centers conduct an employee survey to measure and improve engagement.
Article
What is the Impact of the Call Center on Customers & the Business?
Monday November 15th 2010 9am
Rated 0
0 Comments
Contact
Customer
Satisfaction
Penny wise and pound foolish ... Investing in the customer-facing infrastructure is a cost but is vital to the operation of the business. Learn how and why.
Article
Blocking and Tackling
Friday September 3rd 2010 10am
Rated 0
0 Comments
Customer Service
Management
Satisfaction
Multi Channel
Create a winning contact center by executing well on the service fundamentals.
Community
Article
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.
Community
Article
Comcast Digital Care
Tuesday August 24th 2010 3pm
Rated 0
0 Comments
Social Media
Customer
Customer Service
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Are call centers ready for social media? Comcast thinks so. A look at how the cable giant uses social media to engage customers.
Community
Spotlight
The Impact of Agent Retention
Tuesday August 24th 2010 1pm
Rated 0
0 Comments
Agent
Retention
Hiring
Manager
Satisfaction
Supervisor
Training
Turnover
Contact
Assess your contact center’s practices and environment to identify and plug critical talent leaks.
Community
Article
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