Overall Call Center Measures Research
Using Performance Metrics and Voice of the Customer Data To Improve Customer Satisfaction in Call Centers
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"Using Performance Metrics and Voice of the Customer Data To Improve Customer Satisfaction in Call Centers"
STUDY OVERVIEW
Many call centers face the challenge of successfully increasing efficiencies in their call center processes with the goal of higher customer satisfaction... (ID 4934)
Companies Profiled: Accident Fund Company, FreshDirect, ASMC, American Electric Power, more ...
Price: $1182.00
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Contact Center Operations: Effectively Serving Customers' Technical Issues
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Non-members: Click here to sign-up for a complimentary tour of
"Contact Center Operations: Effectively Serving Customers' Technical Issues"
Based on a survey of 29 primarily high-tech organizations, this 25-slide presentation identifies trends in contact centers that service customers with technical issues... (ID 4551)
Companies Profiled: Bioproducts, Vodacom, Talisma, WJ Communications, more ...
Price: $823.95
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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
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Employ a Systemwide Call Center Performance Planning and Review Process
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This document looks at performance planning and review including the following topics:
Measuring customer satisfaction regularly to identify key requirements and improvement opportunities;
Employing a systemwide call center performance planning and review processes;
Involving senior leadership in call center management and measurement to ensure high level support;
Employing measurement processes to drive continuous improvement;
Involving senior managers in call center management to ensure high level support... (ID 2999)
Companies Profiled: Baxter, Toyota
Price: $18.95
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Use Metrics to Continuously Improve Performance
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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
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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
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