Analytics & Metrics
128 results
of 12
Posted: 08/03/2016
Donna-Fluss
Join us as Donna Fluss, President of DMG Consulting, a provider of contact center and analytics market research and consulting, and Mark Egge, Speech Analytics expert at Calabrio, share insights into best practices for implementing and getting the most out of Speech Analytics. Full Content »
Contributor: call center week
Posted: 04/07/2016
Verint Knowledge Management
Organizations are under enormous pressure to retain current customers and attract new ones. Good customer service differentiates your brand in the market. Innovative customer service organizations that take a holistic approach across all channels and leverage technologies to provide differentiated customer service ensure their customers’ loyalty an Full Content »
Contributor: call center week
Posted: 04/07/2016
Shopper Experience 20151012_MUJI_Case Study
Data is a powerful tool for today’s retailer. The information generated by website visits, customer purchases and store loyalty programs contains rich insights that can be used to drive marketing automation and conduct trend analysis. But retailers often struggle with how to collect, process, and analyze the enourmous amount of data coming from tho Full Content »
Contributor: Jim Moylan
Posted: 02/22/2016
Jim Moylan
Frontier Communications, (NYSE-FTR) is one of the nation's largest rural local exchange carriers. We offer local and long-distance telephone service, Internet access, wireless Internet data access, digital phone, DISH satellite TV and more. We operate in 28 states and provide service to 7+ million access lines and High-Speed Internet subscribers.

Key Responsibilities:
Planning, organizing, directing, and controlling the activities of our strategic partnership with Intuit.
Lead, manage, and oversee the operations of the Call Center, with special emphasis on customer care and experience.
Develop strategies and tactics to ensure this Center reaches objectives.
Drive increased NPS through focus on customers and customer care techniques.
Develop call center/customer care policies and procedures that maximize productivity and profitability.
Establish and ensure attainment of goals for customer satisfaction ratings, call center staff productivity, order and trouble shooting accuracy.
Create and execute effective staffing model to meet stringent service level requirements.
Provide timely feedback to Marketing on products. Full Content »
Posted: 02/11/2016

Customer Experience, as much as everything else in organizations today, is changing.
And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their eng Full Content »
Posted: 02/11/2016

How much money is your company losing in “no fault found” product returns?

So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.  

Your call cen Full Content »
Posted: 02/11/2016

Customer experience optimization requires real-time access to holistic information; this enables essential agility for focusing on the customer’s priorities.  This dynamic view of your customer’s world in real-time transforms your sales and service professionals into a team of trusted advisors and gives your organization a compet Full Content »
Posted: 02/11/2016

While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. The Contact Center Research team has written a report describing an algorithm-based approach to FCR that is the market-proven and affordable Full Content »
Posted: 02/11/2016

Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes.

In this webinar we will help call center executive Full Content »
Posted: 02/11/2016

Leveraging the Agent Scorecard to attain overall Excellence

Continuously, businesses have taken measures to gain a better customer’s relationship in the buying and selling of products and services. Many take a ‘snapshot’ look at marketing, operations, or automation, but few through the eyes of Total Customer Service Excellenc Full Content »
Posted: 02/11/2016

Register to view the webinar on demand now!

We’ve all been hearing it - “First Call Resolution is the most important metric”

The promise is big - but why are FCR initiatives failing to drive a significant impact?

Register for this complimentary webinar and learn how you can:


Understand the Customer Experience

R Full Content »
128 results
of 12
Contributor:
Posted: 10/23/2013
PodcastImage
Hype does not have a guaranteed impact on reality, and nowhere is that more evident than in customer management. The latest research in conjunction with CFI Group’s Contact Center Satisfaction Index reveals that despite insistence from businesses that the customer experience is their top priority, year-over-year customer satisfaction scores Full Podcast »
Contributor: call center week
Posted: 04/07/2016
Verint Knowledge Management
Organizations are under enormous pressure to retain current customers and attract new ones. Good customer service differentiates your brand in the market. Innovative customer service organizations that take a holistic approach across all channels and leverage technologies to provide differentiated customer service ensure their customers’ loyalty an Full Whitepaper »