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.
InMoment XI
DECEMBER 13, 2024
One of the most crucial touchpoints in their journey is the call center. Therefore, a positive call center experience is essential for business growth. The best way to start is by investing in a call center dashboard. What Is A Call Center Dashboard?
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Horizon CX
APRIL 3, 2023
From recording calls for quality assurance to implementing employee-training programs, contact center supervisors understand the importance of constant improvement as they strive to present their company in the best possible light.
inmoment
MAY 14, 2020
Many organizations today are focused on a customer’s likelihood to recommend by calculating a Net Promoter Score or NPS. For industries like consumer goods where customers have several options to consider, or those where consumers are heavily involved in the decision-making process, NPS is probably a good metric to track.
ViiBE Blog
MAY 4, 2021
Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. Key performance indicators (KPIs) like AHT , NPS and FCR are vital to measuring this performance. Upgrade your call center experience with ViiBE.
NobelBiz
OCTOBER 30, 2020
Your call center experience gets more interesting when you know your customer well. You want to create emotional bonds that make the customer experience in call centers as positive as possible. One of the best ways to evaluate customer feedback is through the NPS or Net Promoter Score.
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