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Why every customer support call should include CSAT and CES - UJET - ContactCenterWorld.com Blog

Why every customer support call should include CSAT and CES

Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.

Source: https://blog.ujet.co/why-every-customer-support-call-should-include-csat-and-ces

Publish Date: March 28, 2019 5:00 AM


2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 



View more from UJET

Recent Blog Posts:
Millennials and Generation Z are Reshaping Customer SupportSeptember 19, 2019 5:00 AM
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Mobile-focused Customer Support: Why It’s Important and Where to BeginAugust 7, 2019 5:00 AM
What is Contact Center as a Service (CCaaS)?July 23, 2019 5:00 AM
Intelligent Automation, Mobile, and Customer Support for Millennials and Generation ZJuly 16, 2019 5:00 AM
The pros and cons of remote customer supportJuly 11, 2019 5:00 AM
Moving from chatbots to Automated AgentsJune 20, 2019 5:00 AM
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Improve IVR to create a better customer experienceMay 14, 2019 5:00 AM
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