If you want to grow a successful customer management operation, you need to have a strong hub-and-spoke model, where a centralized hub ties together your customer management functions and all of your call centers – the “spokes” – to provide consistent, comprehensive oversight for all your suppliers.
A strong hub will benefit your business in [...]
Posts Tagged ‘intraday performance’
Three reasons a strong hub is a smart investment
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 [...]
