Best Practices, LLC Home
View Cart Search the Site Contact Best Practices, LLC Press Room of Best Practices, LLC
ABOUT US RESEARCH & CONSULTING BENCHMARKING REPORTS BEST PRACTICE DATABASE RESEARCH & ADVISORY SERVICES BEST PRACTICES EXCELLENCE SERVICES
Advanced Search
Wizards and Analytics Search
Simple Search
By Subject Area
Customer Service > Customer Service Measurement > Overall Call Center Measures
Overall Call Center Measures Research

Using Performance Metrics and Voice of the Customer Data To Improve Customer Satisfaction in Call Centers 
Non-members: Click here to sign-up for a complimentary tour of "Using Performance Metrics and Voice of the Customer Data To Improve Customer Satisfa... (ID 4934)
Companies Profiled: Accident Fund Company, FreshDirect, ASMC, American Electric Power, more ...
Price: $1182.00
Service-to-Sales Call Center Metrics for Financial Product and Services Companies 
Non-members: for a complimentary excerpt featuring this document, please click here... (ID 4924)
Companies Profiled: JP Morgan Chase, GE Money (formerly GE Consumer Finance), EFG Eurobank Ergasias, Goldman, more ...
Price: $1342.00
Customer Service Call Center Organizational Structures 
Non-Members: To download a complimentary excerpt, please click here... (ID 4898)
Companies Profiled: Allstate Insurance Company, Carpenter Technology Corp, Accident Fund Company, Chase Insurance, more ...
Price: $1242.00
Achieving Service-to-Sales Call Center Business Goals with Performance Measurement Systems 
Non-members: for a complimentary excerpt featuring this document, please click here... (ID 4854)
Companies Profiled: Intuit, Fleet Bank, Vodafone, UMB, more ...
Price: $993.00
Contact Center Operations: Effectively Serving Customers' Technical Issues 
Non-members: Click here to sign-up for a complimentary tour of "Contact Center Operations: Effectively Serving Customers' Technical Issues" Based o... (ID 4551)
Companies Profiled: Bioproducts, Vodacom, Talisma, WJ Communications, more ...
Price: $823.95
Contact Center Measurements in the Financial Services Industry 
This 18-page slide presentation reveals how companies use and measure contact center performance... (ID 4541)
Companies Profiled: Washington Mutual, MetLife, BankOne, Wachovia, more ...
Price: $604.95
Track Key Measures to Ensure Service Quality 
Identify and prioritize failure points to focus efforts on improving service delivery... (ID 3348)
Companies Profiled: FedEx, Xerox, Ritz-Carlton, Richmond Times-Dispatch, more ...
Price: $9.95
Use Metrics to Continuously Improve Performance 
Practices in this document include: Factoring employee comments about the call center into continuous improvement plans... (ID 3040)
Companies Profiled: Fellowes, Dupont, Atapco
Price: $9.95
Benchmark with Competitors for Call Center Excellence 
Practices in this document include: Ensuring senior leadership involvement with call centers to drive customer service excellence... (ID 3015)
Companies Profiled: State Farm
Price: $18.95
Employ a Systemwide Call Center Performance Planning and Review Process 
This document looks at performance planning and review including the following topics: Measuring customer satisfaction regularly to identify key req... (ID 2999)
Companies Profiled: Baxter, Toyota
Price: $18.95
Align Key Measurements with Corporate Goals 
Practices in this document include: Measuring technology acquisition and implementation against other top call center companies... (ID 2986)
Companies Profiled: Fidelity Investments
Price: $9.95
Select Key Customer Service Metrics to Track 
Practices in this document include: Involving senior leadership in call center management to ensure high level support... (ID 2980)
Companies Profiled: T. Rowe Price, Lucent Technologies, L.L. Bean
Price: $22.95
Conduct Regular Assessments of Performance Measures to Drive Continuous Improvement 
Saturn recently revised its performance measures to better support and focus its call center management system... (ID 2954)
Companies Profiled: Sprint
Price: $9.95
Apply Mystery Shopping Methods to Monitor Call Center and On-Premise Selling 
This document covers the use of mystery shopping for call centers and on-premise selling as well as tactics for screening and selecting mystery shoppers... (ID 2421)
Companies Profiled: Telecommunications company
Price: $18.95
Measure Customer Satisfaction Regularly To Identify Key Requirements and Improvement Opportunities 
This document looks at how one world-class company measures customer satisfaction, in order to define defects and focus improvement efforts... (ID 1342)
Companies Profiled: IBM
Price: $9.95

 


All contents copyright © 1999-2012 Best Practices, LLC 6350 Quadrangle Drive, Chapel Hill, NC 27517 USA (919) 403-0251.
Site Map | Please see our Terms and Conditions of Use and Privacy Policy.

This site is optimized for 4.0 and higher versions of Microsoft Internet Explorer and Netscape Navigator.
If you experience difficulties using our e-commerce system, please check your browser version and our FAQs.