For many online retailers, generating sales through targeted advertising is key to driving revenue. But the online customer experience should not stop once a sale is made. With the increased prevalence of
more
The Top 10 Effective Inbound Call Center Metrics You Should Be Tracking
1. Average Speed of Answer Tracking the average speed of answer helps the call center monitor its efficiency by understanding how long customers are waiting to obtain assistance. This KPI is directly
more
KPI 101: Metrics every call center should know
Get started to measure performance and create a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs)
more
Report Effectiveness to Implement Net Promoter Score
The final installment in our Best Practices blog this week, 5 Steps to Implement Net Promoter Score, is Step 5: Report on the Effectiveness of Improvements. Thursday’s blog featured Step 4: Prioritize
more
Prioritize Improvements for Net Promoter Score (NPS)
Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been identified and implement them. Our Best Practices blog yesterday focused on Step
more
Measure and Analyze Your Net Promoter Score
Setting up a Net Promoter Score system in your business is a process that goes well beyond asking a question. Today’s installment of our latest Best Practices blog, 5 Steps to Implement
more
