If this box remains here for more than 30 seconds, click this link to try again.
Products & Services »
Best Practice Database
Customer Service » Customer Service Measurement » Overall Call Center Measures
Single User: Authorizes use by the person who places the order or for whom the order was placed.
Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.
Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.
Non-members: Click here to sign-up for a complimentary tour of
"Using Performance Metrics and Voice of the Customer Data To Improve Customer Satisfaction in Call Centers"
Many call centers face the challenge of successfully increasing efficiencies in their call center processes with the goal of higher customer satisfaction. On the one hand, this study examines how call centers can increase customer satisfaction by applying appropriate performance metrics and exceeding performance targets for those metrics. On the other hand, the study probes how actively call centers are incorporating Voice of the Customer data into their process improvement initiatives to reflect customer needs and increase customer satisfaction and loyalty.
Customer service and call center executives will find this study valuable as it provides them with metrics and qualitative insights, allowing them to conduct their own gap analyses and identify ways they can better align their customer service function within the call center to continuously meet and exceed customer needs.
Insurance; Retail; Automobile; Utilities; Professional Services; Consumer Products; Telecommunications; Financial Services; Shipping; Health Care; Pharmaceutical; Computer Hardware; Computers; High Tech; Manufacturing; Computer Software; Research; Academic; Government; Medical Device
Accident Fund Company; FreshDirect; ASMC; American Electric Power; Beutler Corporation; Aramark; Bharti Airtel Ltd.; Becton-Dickinson; Business Improvement Company; Boehringer-Ingelheim; Coach; Current; Columbia Management; Emery-Waterhouse; CURRENT; Farm Credit Canada; Embarq; FedEx; Europea Seguros De Viaje; GE Money; Federal Reserve Bank of Kansas City; GE Healthcare; HickoryTech; GlaxoSmithKline; InterMedia Marketing Solutions; Hewlett-Packard; Irwin Industrial Tools; Honeywell; Magotteaux International; Intuit; Research Products Corporation; Jonas Software; Spansion; Inc.; LexisNexis; SSM Health Care; Massey University; State of Michigan; Medrad; SunTrust Bank; Medtronic; NCCI; QUALCOMM; Schering-Plough; Toshiba; W.R. Grace