TeamSupport

JANUARY 20, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. Download the full report, Customer Support Transformation: The Guide to Essential Practices and Metrics.

Customer Support 81

Customer Support B2B Technical Support Accountability 81

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Amity

SEPTEMBER 7, 2016

I got started in this industry back in 2004, shortly after I graduated from college. I alluded to how things were 7 years ago: 4 CSMs looking over 250 accounts. An individual CSM could be managing anywhere from 80-175 accounts, depending on the particular set of customers they are aligned with.

Upselling 0

Upselling Metrics Accountability Customer retention 0

CrazyCall

APRIL 9, 2019

Alice Heiman has won numerous awards including 2004 Saleswoman of the Year by Professional Saleswomen of Nevada, Marketer of the Year and the U.S. Last year, LinkedIn selected Jill Konrath as the #1 B2B Sales Expert to Follow pointing out over 1/3 million people following her account. Be flexible.

Sales 133

Sales Consulting Consulting Coaching 133

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do? People are messy.”

Management 98

Management Call Center Entertainment Metrics 98

BlueOcean

OCTOBER 17, 2023

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” Likewise, many organizations have established their own ESG guidelines and metrics—or been certified by third party validations—to hold themselves and their chosen vendors accountable.

Government 71

Government outsourcing Automotive Customer Care 71

Contact Center Geek

AUGUST 7, 2014

As call center leaders we know that every metric can be abused, even if unintentionally, and therefore must have a counter metric to monitor. Call centers learned this many years ago when we created incentive plans based solely on Average Handle Time without a quality metric to counter it. Comcast is not the first.

Government 48

Government Average Handle Time Call Center Metrics 48