InMoment XI

OCTOBER 31, 2024

Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations. The best way to get started is by tracking and monitoring call center metrics.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 13, 2024

One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. Therefore, a positive call center experience is essential for business growth.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

COPC

JULY 11, 2016

To improve performance and provide a superior customer experience, call centers often focus on the three main functions of operational management, quality, and workforce management. However, the attribute “prior sales experience” does not fully define the requirements necessary to be a good sales agent.

Training 40

Training Call Center Average Handle Time Omni-Channel 40