Calabrio

OCTOBER 15, 2019

Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. Using Calabrio Analytics and Sentiment Analysis, Radial identified phrases for and tuned two customer advocacy categories: “advocacy” and “powerless to help.”

Agent Empowerment 16

Agent Empowerment Technical Support Gamification Analytics 16

Contact Center Pipeline

MAY 18, 2017

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124

teleopti

SEPTEMBER 18, 2019

Building an organization that is fuelled by customer service makes sound business sense. Having loyal customers who offer guaranteed revenue streams boosts profitability, maintains a positive corporate reputation and enhances customer advocacy. Move away from reactive cost-saving to proactive profit-making.

Management 57

Management Customer advocacy Employee engagement Contact Center 57

Balto

JANUARY 3, 2025

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.

Best practices 52

Best practices Call Center First call resolution Coaching 52