Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

FEBRUARY 17, 2025

How VoC differs from traditional customer data VoC sources data from many sources while tracking who each piece of feedback comes from, allowing a business to focus on top priorities such as leads and loyalty customers or empowering them to analyze data according to specific metrics, such as location, language, or age group.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Callminer

FEBRUARY 21, 2018

Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. NOTE: The following information is excerpted from Call Monitoring Software: Buyer’s Guide via SoftwareAdvice.com. NOTE: The following information is excerpted from Eight must-have call center systems for customer service via SearchCRM.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Fonolo

JANUARY 11, 2022

Author Mike Desmarais, the founder and CEO of SQM Group, brings his 25+ years of experience in customer service and call center metrics to the pages of First Call Resolution and the rest of SQM Group’s book lineup. DID YOU KNOW?

Call Center 81

Call Center Marketing Management First call resolution 81

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. The Tools of the Trade: Technology and Metrics. When we talk metrics, there arises a strong opinion about one in particular.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Outsource Consultants

JANUARY 27, 2025

The Philippines: A Call Center Powerhouse Rapid Industry Expansion The Philippine BPO sector has experienced explosive growth over the past two decades. In 2013, BPO revenue rose to $15.5 This growth trajectory has positioned the Philippines as a top destination for companies seeking high-quality call center services.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Fonolo

FEBRUARY 20, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. The Tools of the Trade: Technology and Metrics. When we talk metrics, there arises a strong opinion about one in particular.

Customer Service 67

Customer Service Metrics Call Center Banking 67