What are the key CC KPIs?

What do you consider the key ones to be in your centre?


Posted in How To’s, KPIs, Operations Performance | Tagged , | Leave a comment

Dell – How am I Doing Sir?

We hear of a great feedback process at Dell. Following a technical problem resolution call, the agent asked if the call could be transferred to his supervisor for personal feedback. This was duly done, so a great feedback loop.

The cynic might say, would this have been done had the resolution not been so successful! However, internal monitoring should surely identify the percentage of contacts where feedback was offered and accepted.

Have you come across this before? If so where?

Posted in Company Experiences, Customer Experience | Leave a comment