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25DB




Products & Services Customer Service Customer Service Measurement Overall Call Center Measures

Benchmark with Competitors for Call Center Excellence

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ID: 3015


Features:


Words: 598


Published: Pre-2016


Delivery Format: Online


 

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919-403-0251

  • STUDY OVERVIEW
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Practices in this document include: Ensuring senior leadership involvement with call centers to drive customer service excellence. Measuring CSRs according to customer service priorities. Calibrating review scores to ensure that call monitoring is consistent. Benchmarking with competitors for call center excellence. Employing multiple methods to measure customer satisfaction. Staggering CSR shifts to avoid rep “burn-out” and improve customer service.

Industries Profiled:
Insurance


Companies Profiled:
State Farm

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