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Article : Measuring The Level Of Success

Measuring success is more than just average handle time, occupancy, and service levels. Success is based on customer satisfaction, first call resolution, and customer loyalty. Find out what industry professionals say is the true measure of success within the contact center industry.

Greg Beaver
Vice President Customer Services
United States

"Voice of the Customer (VOC)"

Kam Gill
SSCC Manager
Northern Alberta Institute of Technology

"Customer feedback - they best way is to have them provide the info right after the call has taken place by staying on the line."

Christine Ashworth
Head of Customer Service
Zendor GSI Commerce
United Kingdom

"By listening to what your customers are saying. That's either by call by email or by letter. Sure things like how quickly customers wait are important but what's the point in answering a call quickly if you only end up frustrating your customer by providing a less than satisfactory service?"

Barbara Mount
Director, Customer Service
Imperial Parking

"First call resolution combined with the CSR's soft skills. The customer should have the reason for their call addressed and they should feel confident the person they spoke to cared and completed the task with expertise."

About Imperial Parking

Impark operates almost 2,000 parking facilities with 450,000 parking spaces in North America.
David Heminsley
Business Owner
Daves World
United Kingdom

"By randomly selecting a set number of people and asking their views"

Graham Kingma
Vice President Customer Experience
The Shopping Channel

"Ultimately it is critical to measure internal metrics as well as to ask your Customers their opinion on how the service went. A simple, but effective, question to ask your Customers "based on the most recent interaction with our contact centre, would you be willing to recommend us to your friends and family". Use a scale of 1-10 to determine how affective your centre really is. Internal metrics are effective at determining how consistent your service is among agents and to provide detailed coaching topics for improvement. External metrics are more effective at showing how good your service is perceived by those that buy your products and services."

About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
Lissa Millspaugh
Vice President Operations
United States

"Depending on the product/service they support, I think customer satisfaction, measured by surveys or sales is the clearest measure. These statistics are easily used to communicate the value of the center to the rest of the organization, as well."

Mary Hampton
DXC Technology
United Kingdom

"Random voluntary customer surveys - they should avoid asking everyone since that in itself will only detract from the results and annoy customers. Also, assessment by supervisors and managers."

About DXC Technology

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across pu... (read more)
Jeffrey Folkins
Sales Agent
Bell Aliant

"Through surveys and agent monitoring, the contact centers should always be looking at their service levels for ways to improve. If the service levels go down, it is often harder to get them back up and the consmuers may go to other companies for service."

About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
JoAnna Brandi
Return on Happiness
United States

"With customer feedback and with first call resolution."

About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990. JoAnna specializes in creating positive cultures and brings the Science of Happiness into the workplace... (read more)
Ginger Tidrow
Customer Relations Specialist
United States

"It's hard to say since the after survey is not always taken by the customer. Speed of answer is always important, but speed of resolution can make agents feel like they have to rush a customer off the phone and that is also a bad experience. The end call survey is probably still the best method."

About FedEx

FedEx is committed to providing outstanding customer experience, to being a great place to work, a thoughtful steward of the environment and a caring citizen in the communities where we live and work.... (read more)
Jan Shabi
Communications Supervisor
Metropolitan Police Service
United Kingdom

"repeat customers as well as new and loyal customers"

About Metropolitan Police Service

The Metropolitan Police Service (MPS) is the territorial police force responsible for policing within Greater London, excluding the 'square mile' of the City of London which is the responsibility of t... (read more)
Larry Poyner
Director of Marketing
Uber Results
United States

"There should be multiple measurement tools that include Customer Feedback Surveys, and investment of Quality Assurance Monitoring/Recording for coaching and development."

Marylee Woods
Customer Service & Training Advisor
City of Des Moines
United States

"While call volumes and call resolution stats can measure work ethic, they are simply not a good measure of level of service. I believe the only way to measure customer satisfaction is to ask your customers."

Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"80% should be feedback from the customers, and the other 20% can be focused on the metrics."

About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
Helle McDermott
Customer Care Leader

"From customer feedback - not service levels and complaints."

About PerkinElmer

PerkinElmer, Inc. is an American multinational technology corporation, focused in the business areas of: Life and Analytical Sciences, Optoelectronics, and Fluid Sciences. PerkinElmer's Life and Analy... (read more)
John MacDaniel
Sr. Director, VOC/Digital
C3i Solutions
United States

"Customer Service Surveys
Iinternal Assessment of performance
1st call resolution
Brand loyalty-dollars spent"

About C3i Solutions

Telerx, headquartered in Horsham, PA, is a leading provider of customer care solutions. From its contact centers in Pennsylvania, Texas, North Carolina, Canada, the Philippines, Europe and Latin Ameri... (read more)
Edison Stephen
VP Customer Interaction
Trinidad and Tobago

"Measures need to be multi-dimensional.
- Wait time, cue time, call time, No. of transfers - all speaking to efficientcy.
- Customer Satisfaction Surveys and direct feedback
- Satisfaction as seen in closed tickets (did the client get what they wanted - question answered, product)
- Team goals hit"

About Fujitsu

Fujitsu is a provider of customer-focused information technology and communications solutions for the global marketplace. Since Fujitsu 19 19s establishment in 1935, we have maintained a commitment to... (read more)
Mark Weingarten
Assistant Vice President Customer Service and Operations
United States

"They should regularly survey their customers."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd

"Measure customer satisfaction anyway you like. If your scores are in the top percentile, then you are not objective and need to look at your questions or the scoring system."

About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.

"i think the best way to measure service level is to find out from the customer what are the important parameters and their expectations on what the service level should be"

About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (read more)
Hanz Cubillan
Customer Service Director
Sao Bac Dau Business Solutions Corp.

"Standard KPIs, such as Number of Calls answered in X number of seconds, are a measure of service efficiency. However, customer satisfaction surveys are still key to knowing whether the level of service is indeed effective."

About Sao Bac Dau Business Solutions Corp.

Sao Bac Dau Business Solutions Corporation (SBS) - a member of Sao Bac Dau Technology Group - is a technology services company delivering business and technology solutions to help its clients improve... (read more)
Robin Ayers
E-Commerce Customer Service Manager
Deckers Outdoor Corporation
United States

"I think by utilizing, feedback, survey's and blogs that may be out there. This says a lot."

About Deckers Outdoor Corporation

Deckers Outdoor Corporation is a footwear manufacturer based in Goleta, California, United States. It began in 1973 as a sandal producer, run by Doug Otto.

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 - Plan Training In Advance

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

Published: Wednesday, September 2, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.

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