Here’s video of my discussion about call center metrics with Erica Strother, Community Specialist for ICMI.
I participate just about weekly in International Customer Management Institute’s (ICMI) weekly Twitter chats (#ICMIchat). The chats are attended by fellow industry leaders covering contact center trends and headlines.
In this clip, I share perspective on how metrics such as first contact resolution, CSAT, and gamification have helped increase performance and customer satisfaction in Callzilla’s call center.
Related articles
- Customer Care Outsourcing Part 1: Choosing the Right Contact Center
- Customer Care Outsourcing Part 2: Five Pro Tips on Forging Good Contracts
- Customer Care Outsourcing Part 3: Contract Implementation
Related case studies
- Music giant outsources e-commerce customer care for the first time… to Callzilla
- Broadcaster leverages Callzilla to cut customer care response time and add live chat
- Change from offshore to nearshore customer care nets a wireless giant rapid gains
About Callzilla
U.S. enterprises put customer care, direct response call handling and technical support in Callzilla’s hands to ensure consistently high quality. Callzilla offers customer service, customer retention, technical support, help desk, account management, billing support, product returns, and surveys. We also offer outbound telesales, telemarketing, surveys and more.
How can we help you? Details about Callzilla’s services, experience, and pricing are available. Take the first step by getting in touch.
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