Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Stella Connect

APRIL 17, 2018

If more than a few agents are struggling in a particular area of service (product knowledge, for example), schedule a group customer service training session to address the topic. This will help the team focus on specific problems that are impacting customer satisfaction. Focus on agent empowerment, not limits.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If more than a few agents are struggling in a particular area of service (product knowledge, for example), schedule a group customer service training session to address the topic. This will help the team focus on specific problems that are impacting customer satisfaction. Focus on agent empowerment, not limits.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40