Monet Software

AUGUST 11, 2020

3 Calibrate Quality Evaluations and Metrics. The key is in calibration among everyone who reviews contacts to ensure they are listening (and looking) for the same things in each call, email, chat and DM. Watch our recent webinar, Getting Started with Quality Management , to help you jumpstart your organizations QM process.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 97

Metrics Calibration Accountability Surveys 97

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

pindrop

AUGUST 16, 2021

WEBINAR: Caller Authentication 101. Watch the Webinar. It’s an informative metric that can reflect the impact of agent training programs as well as organizational processes and resources. Customer experience can be negatively impacted when KBA requires extra time and effort on the part of the caller. .

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Totango

JULY 21, 2020

Offer customer forums where your customers can find community and share resources, offer webinars that present practical solutions to common pain points, and provide video tutorials to show updates and help train users on new features. Communicate frequently : Do not make your customer reach out to you for answers.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 52

Metrics Calibration Accountability Surveys 52