When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.
Strictly Necessary Cookies
Always Active
These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.
Cookies used
ContactCenterWorld.com
Performance Cookies
Active
These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.
Cookies used
Google Analytics
Functional Cookies
Active
These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.
Cookies used
Twitter
Facebook
LinkedIn
Targeting Cookies
Active
These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.
Cookies used
LinkedIn
This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties
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
"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."
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)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 need it to. We design our software with a single goal: to change how real estate and technology fit together to improve the experience of running and working in a real estate brokerage. Over the last three decades, we've invited people who live and breathe the industry to help shape our solutions for the real world. With this experience, we’ve developed a suite of products that can handle the needs of any brokerage, regardless of its make, model, or size. Today, you’ll find our software in over 10,000 real estate offices across North America.
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."
"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."
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)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 1,000,000 merchant locations across the globe.
"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."
Michael Clark General Manager - Contact Centre Workplace Authority Australia
"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."
"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."
Trisilco Radiance Communications Sdn Bhd, a subsidiary of Radiance Communications, Singapore, was established in 1993 to deliver total communications solutions in Malaysia.
Neil Barnes Director 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 FRONTLINERS Saudi Arabia
"achieving the agreed SLA agreed with the clients. this is a measurable promise of quality."
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.
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)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. states, the District of Columbia, Puerto Rico, the Virgin Islands and Guam), Canada (all ten provinces), Mexico and China.
"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"
"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."
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)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 Internet applications, and wide experience in international health insurance to ensure customers' health, safety and peace of mind.
"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."
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)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 we are proud to foster a culture that is based on our community and teamwork. Our success as a premier financial institution depends on each and every employee that represents us. Our commitment to our employees provides us with a competitive edge; it contributes to customer and employee satisfaction, helps us meet our shareholder expectations and broadens our community relationships. We are a leading financial institution that believes in the power of our people. Our people are our core business because they are the reason why our customers choose to bank with Scotiabank. We care, we invest and our people are empowered to do the job. We at the Atlantic Contact Centre own the franchise so we work very hard at building our brand. We live by our philosophy of One Team….One Goal.
"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."
"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,"
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)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 alternate media Channels. Our focus is Processes and Operations Management with local and International Contact Center Knowledge and foot prints. Led by a recognized professional in the Indonesian Contact Center Industry around Asia Pacific bringing a 15 years of Contact Center experience to help clients in setting up and managing in-house and outsourced Contact Centers, also translating ISO Quality Management System to Contact Center dynamic
"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."
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)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 comprehensive coverage across all the major towns, cities & villages of Pakistan.
Ken Carosella Partner / COO SunSource America Argentina
"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 Turkey
"Customer surveys and e-mails of happy customers determine how successful our contact center is."
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)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 repair services, private drivers, medical support and delivery services as well as tickets for events and consultancy for almost every issue, such as weddings, pet care, gifts, travel or fashion.
"4.7 on the C.O.P.C. methodology, to have a great balance in all SLA´s."
About ContactCenterWorld: ContactCenterWorld 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 'ContactCenterWorld.com'. We were established in 1999.
Today's Tip of the Day - Offer Voice As Well As Touch Tone (Part 1)
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.
Login to Network
ContactCenterWorld 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 'ContactCenterWorld.com'. We were established in 1999.
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
