Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. This will improve campaign performance overall including agents’ service levels. Agents can also send feedback directly to script authors to further improve processes. Feedback loops are imperative to success.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Kayako

OCTOBER 29, 2015

A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. Customer feedback doesn’t make it back to your company. Customer feedback can be a goldmine for product and marketing teams. There are some specific reasons why outsourcing tends to fail: 1.

outsourcing 114

outsourcing Customer Support Feedback Surveys 114

Xaqt

JUNE 22, 2020

or "Does Service Level include Calls abandoned?"). This is a problem that Latigent tackled back in 2005, but when Latigent was acquired by Cisco Systems in 2007, Cisco stopped work on that product in favor of using the reporting engine on their own data.

Call Center 52

Call Center Contact Center Analytics Engineering 52

Quiq

NOVEMBER 9, 2022

It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). At the most basic level, your customer service team’s performance is measured by how many people they can serve in a period of time, which means time is money. With regular surveys.

Call Center 87

Call Center Chatbots Contact Center Surveys 87