When you have multiple call center vendors, here’s the basic dilemma: You want to distribute calls across all your call centers in the way that’s most beneficial to your business. At the same time, each vendor is worried about losing calls to the other suppliers.
To get your vendors to think differently and focus on [...]
Posts Tagged ‘customer service call center’
Multiple call centers? Intraday monitoring can solve problems and drive performance
Assessing First Call Resolution in a Customer Service Call Center: Why Sooner is Better
For me, the key metric in a customer service call center is first call resolution. Customer service agents may have all sorts of skills that make customers feel good. They can be friendly, polite, engaging. They can be great listeners. But if they aren’t able to resolve problems efficiently – ideally during a customer’s first [...]
