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Article : It All Comes Down To One Thing

Sometimes success is determined by one thing alone, and that one item can make or break a company. Every company has at least one determining factor, but what would happen if multiple factors were implemented by one company? Want to learn about a variety of success determinants? Attend the Top Ranking Performers Conference in Las Vegas

Geoff Assing
Senior Support Operations Manager
Lone Wolf Technologies

"Again, that would be customer satisfaction. We define KPI's or contact center metrics with the goal of improving the customer's service experience. High levels of customer satisfaction encompass all of the efforts that we make as managers to operate an efficient contact center."
About Lone Wolf Technologies

Even after 28 years, at Lone Wolf Technologies, we’re having fun connecting real estate and technology–combining our tech expertise with your real estate experience to make technology work the way you... (read more)
Christine Ashworth
Head of Customer Service
Zendor GSI Commerce
United Kingdom

"First time resolution it determines how successful you have been in answering the customers question."

Jason Snell
Assistant Manager
United States

"Given that our industy is quite fluid, our Operations Knowledge Center program is likely the most vital. Our team uses it to ensure they are following the correct procedures at all times."
About Elavon

Elavon Inc is a processor of credit card transactions and a subsidiary of U.S. Bancorp. Elavon delivers merchant processing in more than 30 countries and supports the payment needs of more than 1,000,... (read more)
Richard Upson
MI & Reporting Manager - Customer Experience
National Australia Bank
United Kingdom

"Actual performance, productivity and financial volumes vs Plan and quality. By achieving the first three and ensuring the quality measurements have not dropped, we would be confident our plans were well targetted."
About National Australia Bank

National Australia Bank’s UK organisation.
Michael Clark
General Manager - Contact Centre
Workplace Authority

"The best piece of data about our performance is our first contact resolution statistics. As a government contact centre, our key measures are to supply accurate information. We have invested heavily in a knowledge management solution and a tiered service offering. The first contact stats help reinforce that this approach is paying dividends for us, and I can then benchmark that against other stats including customer satisfaction."

Deborah Cahill
United States

"Our customers place a great deal of emphasis on how quickly their calls are being answered and how often a caller needs to hold for 5 minutes or longer before the call is answered. Because of this, I would have to say that having an average speed to answer of less than 30 seconds helps us to determine how successful we are in our customer's eyes."

Andres Haddad


Yee Cheebeng
Service Delivery Manager
Trisilco Radiance

About Trisilco Radiance

Trisilco Radiance Communications Sdn Bhd, a subsidiary of Radiance Communications, Singapore, was established in 1993 to deliver total communications solutions in Malaysia.
Neil Barnes
Io Speech Analytics Ltd
United Kingdom

"Customer Experience Measurement - listening to our customers allows use to refine and refocus our services to deliver better customer experience."

Sami Bahrawi
Managing Partner
Saudi Arabia

"achieving the agreed SLA agreed with the clients. this is a measurable promise of quality."

Larry Eiser
VP, Call Center Operations
Duke Energy
United States

"First Call Resolution, because it's at the sweet spot where improving it decreases cost and increases satisfaction, i.e. no trade-off."
About Duke Energy

Duke Energy, headquartered in Charlotte, North Carolina, is an energy company with assets in the United States, Canada and Latin America. It was founded by James Buchanan Duke.
Teri Melone
Manager of Outsourced Call Center Ops
The Home Depot
United States

"Weekly dashboard. This report captures sales, conversion rates, quality scoring, customer VOC responses, efficiencies, etc."
About The Home Depot

he Home Depot is an American retailer of home improvement and construction products and services. The Home Depot operates 2,193 big-box format stores across the United States (including all 50 U.S. st... (read more)
Robert Mensah
Public Relations Officer
Ghana Customs Service

"Data or information that responds to the interests of clients in such a manner that they are able to transact import or export business at Customs in Ghana"

Elaine Del Rossi
Client Experience Officer
HTH Worldwide
United States

"We conduct "instant call backs" with customers. As soon as a call is complete a supervisor will call the customer back and ascertain, from the customer's perceptive, what level of service was delivered and what suggestions they may have to enchance their experience with us."
About HTH Worldwide

HTH Worldwide helps world travelers gain access to quality healthcare services all around the globe. HTH combines ongoing research, a contracted global community of physicians and hospitals, advanced... (read more)
Cheryl Vanditelli
Manager Alt Channel Underwriting

"The number one piece of data that determines how successful we are is our interal employee survey. It is #1 because without the support of your employees you cannot be successful. It is all about having a happy healthy workplace where employees are dedicated and committed."
About Scotiabank

At Scotiabank Atlantic Contact Centre, our success truly depends on our greatest resource – our people. We are motivated by integrity, respect, commitment, insight and a contagious can-do-spirit and w... (read more)
Julio Moretti

"No doubt. The only one phrase is "customer satisfaction"."

Cliff Wayenberg
Call Centre Manager
Vesta Payment Solutions Ltd.

"Call Centre labour cost as a percentage of revenue."

Jeffrey Brooks
Sr. Manager, Support Services
Peak 10
United States

"Our customer satisfaction score is the key metric that determiens our success. We monitor this number real time and have an active feedback management process to ensure any shortcomings are addressed immediately. The customer's feelings about support are what drives us to be successful and to earn their high scores."

Diana Dewi

"Service Level. Service Level meaning a lot of information regarding successful or not of our call center. If SL target achieve, it means we have good FSS and do real time monitoring,"
About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
Rehan Ur Rehman
Head of Support Center- Customer Operations

"The ACD reports of calls offered and answered within the threshold, this is the number 1 information because this is the basis of building your all the requirements for contact center."
About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
Ken Carosella
Partner / COO
SunSource America

"Difficult question to select only 1 but overall it's Quality for our centers. Returned Call Handled (RCH) enables us to gauge First Call Resolution (FCR) that we bump up against Customer Surveys. Strong reporting tools to analyze quality trending at the team level will tell you exactly how your performing overall."

Akin Arin
Contact Center & Customer Care Group Manager
Back Up

"Customer surveys and e-mails of happy customers determine how successful our contact center is."
About Back Up

Back-Up is a membership company, founded in 2003 to provide comprehensive service solutions for almost any problem. Back-Up offers members a broad variety of services, including road assistance, home... (read more)
Rodrigo Borgia
C.R.M. Operation Manager

"4.7 on the C.O.P.C. methodology, to have a great balance in all SLA´s."


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Offer Voice As Well As Touch Tone (Part 1)

Read today's tip or listen to it on podcast.

Published: Friday, August 28, 2009

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2021 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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