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Customer Service » Customer Service Measurement » Overall Call Center Measures
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"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.
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