One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, this easy access often results in a short-sighted assessment of what the numbers really mean. Five Key Metrics to Assess Contact Center Agents Following is an […]
Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain. […]
Congratulations to José Fonseca, Executive VP of Customer Assistance, for leading the charge to improve first call resolution (FCR) at Altitude Software. Altitude's Technical Support department consists of highly specialized engineers with strong technical skills. Realizing the benefits to be gained by better managing both the technical and communication aspects of customer interactions, Altitude embarked on […]
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