Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned about on a daily basis?
When we talk about “profitability” in the contact center, the first consideration is revenue, which can be defined many ways depending on your business.
In-house contact centers revolve around customer revenue, for example, where outsourcers focus on metrics like calls per hour, minutes per call, or whatever was negotiated in the contract as “revenue.”
Once revenue has been defined, the second factor in profitability is expense, which generally falls into three categories. The largest category is direct expense, […]
I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience metrics and management initiatives. The parable, titled “Mark the Boat for a Dropped Sword,” […]
You can have outstanding customer service, but it only takes one mistake to erode the customer’s confidence, thus diminishing the chance you’ll have at gaining the customer’s loyalty. This mistake can be summed up in […]
Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem.
So why […]
I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.