ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. times as many engaged employees as compared to those in customer experience laggards. Match the employee’s feedback data with call logs.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

InGenius

JANUARY 10, 2018

That's right, the 2016 Grey Cup champions use InGenius to integrate their phone system with their CRM. That means with the time they now save, they can focus on what makes any sport great - the fans. For fans, this means shorter wait times on the phone, faster ticket purchases and a smooth customer experience.

Entertainment 63

Entertainment Call Logging Wait times CRM 63

Tenfold - Contact Center Blog

JULY 9, 2018

To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78