2007, Customer Care and Multichannel - Customer Contact Central

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2007

Customer Care

Multichannel

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Brian Dooley @Brian_Dooley.

Call Center

Call Center Metrics Contact Center Wait times

4 Customer-Focused Master Strokes that Winning Companies Get Right

LiveChat

AUGUST 3, 2018

If I expect to search, browse or shop in my car, on my couch or inside a mall, the average customer is no different. For brands, it’s not about being multichannel any more, it’s about being channel agnostic. Can you sell on any channel of your customer’s choice? Needless to say, I’m no different from the next guy.

Multichannel

Multichannel Airlines CRM Advertising

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

4 Customer-Focused Master Strokes that Winning Companies Get Right

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