Callminer

FEBRUARY 4, 2021

Despite the pandemic, customers have retained the expectation that if they call you, you’ll be there for them. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Nika Filipkova.

Call Center 345

Call Center Contact Center Finance Consulting 345

Contact Center Geek

MARCH 7, 2018

One thing that is still very common is the practice of putting most of the metric goals on the backs of the front line contact center team members. There’s a better way: stop using AHT and Adherence as team member performance metrics. Using data and performance metrics are important elements of a contact center leader's job.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). Agent adoption metrics. Others require third-party tools. Ticket deflection.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. There’s an entirely new generation of metrics that is popping up, things like second call avoidance. Why should the customer have to call you back?

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. There’s an entirely new generation of metrics that is popping up, things like second call avoidance. Why should the customer have to call you back?

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Vistio

JANUARY 13, 2022

You have a unique view on contact center metrics. Can you delve into what contact center metrics you think organizations should be focusing on and maybe the ones that they’re focusing on that aren’t the correct ones? Yeah, I mean, it’s hard to say that a metric is wrong. What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52