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.
- 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
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