Expert's Angle: Call Center Metrics vs. Customer Experience Metrics: The Critical Difference

Feb 02, 2012 (1)

Customer Experience is the latest buzz-phrase in customer service. In this article, NOVO 1 CEO Mary Murcott explains how to translate some old-style customer service/call center metrics into new customer experience metrics and highlight four new customer experience metrics that every contact center should be measuring.

Operations Management

Hosted From Home: How the Virtual Model is Transforming Contact Center Operations

Feb 02, 2012 (0)

The road to employing at-home agents has long been a bumpy one. As hosted contact center technologies continue to improve, it is paving the way toward making agents that work from home a contact center norm.

Operations Management

Top Customer Complaints: Business and Product Shortcomings May Be Costing in the Call Center

Jan 26, 2012 (0)

"Consumers are demanding better service more now than ever before and they're not shy about voicing their displeasure after getting bad service," says Angie’s List founder Angie Hicks. See what industries are racking up the complaints and why — and how this may be costing companies in contact center dollars.

Operations Management

Research Report - Now Available

Call Center Practices for Pairing and Blending Inbound, Outbound, and Service and Sales Purchase Now »

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