Benchmark, Caller satisfaction and SaaS - Customer Contact Central

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Benchmark

Caller satisfaction

SaaS

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. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Ben M Roberts @Roberts_Ben_M.

Call Center

Call Center Metrics Contact Center Wait times

Six tips for scaling your sales and service team

Vonage

MAY 8, 2017

Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base. Inbound calls are routed to the most appropriate agent, ensuring better agent and caller satisfaction. Make sure you’re hiring the right people (at the right time).

Sales

Sales Caller satisfaction Benchmark SaaS

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

Six tips for scaling your sales and service team

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