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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
Trisilco Radiance
Malaysia

"report"

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.
 
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 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"

 
Julio Moretti
Director
Mindbe
Brazil

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

 
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 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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Find The Right Solution

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Related Editorial

Published: Friday, August 28, 2009

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Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

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Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
 

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