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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
Canada

"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)
 
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.
 
Yee Cheebeng
Service Delivery Manager
Malaysia

"report"

 
Robert Nana Mensah
Communication Consultant
African Business Communication
Ghana

"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"

 
Jeffrey Brooks
Sr. Manager, Support Services
Flexential
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
Consultant
168Solution
Indonesia

"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
Ufone
Pakistan

"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)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Can You measure It?!

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

Published: Friday, August 28, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Visual Communications

 
1.) 
Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


2.) 
TeamViewer

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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Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
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