Metrics/Performance Measurement

A strong focus on agent empowerment and engagement, excellent incentives that are tied to customer-centric KPIs, and a solid C-sat measurement/management process are the key reasons why NCS Pte. Ltd. earned the ICMI Global Call Center of the Year award (Small/Medium category) in 2009.

Look carefully at the way your contact center uses metrics – the right ones, the right way -- to get agents to meet goals and produce quality contacts.

Here's a process that can help the call center provide service that wows customers.

This brief summarizes the key discussion points and related key findings on quality monitoring programs from thirteen call center executives, representing centers of varying size and industry, who shared their experiences and views in a facilitated discussion at the ICMI Executive Roundtable at the Contact Center Management Conference & Expo in Austin, Tex.

The third installment in this series on how the call center can build customer loyalty focuses on the needs of the customer and the organization.

Service level is one metric where many call centers are desperate for a benchmark, but it’s really a matter of what works for your contact center and your customers.

How do you make first-contact resolution a priority — and succeed — when you’re running a unionized call center and your customers’ stress levels are already high before they ever dial you up?

The contact center is the most reliable sensor an organization has to determine real-time customer needs. Improving its agility can put the organization back in the driver’s seat.

The first in this four-part series focuses on customer loyalty key No. 1: Customer loyalty is the result of a series of defining moments.

At Salt River Project, it’s hard to tell if the things on top of employees’ noggins are headsets or halos. If you ask SRP’s customers and members of the local community, they’ll swear it’s the latter.