InMoment XI

OCTOBER 31, 2024

A single negative experience with one of your agents can be enough to drive a customer to your competitor. 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

Maru Group

JUNE 11, 2019

It benefits greatly to go through the exercise of identifying and defining the variables you need to track organizational performance. These steps will help tie your feedback programs to empirical outcomes and help quantify an ROI in terms of a measure that is most important to your organization.

Voice of Customer 40

Voice of Customer Data Metrics Call Center Experience 40

Maru Group

JUNE 11, 2019

It benefits greatly to go through the exercise of identifying and defining the variables you need to track organizational performance. These steps will help tie your feedback programs to empirical outcomes and help quantify an ROI in terms of a measure that is most important to your organization.

Voice of Customer 40

Voice of Customer Data Metrics Call Center Experience 40