Schools:Call Center Metrics
Customer satisfaction
Measuring customer satisfaction in the call center: Expert advice
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How to write a customer satisfaction survey: What questions to ask
Ask the Expert - Expert Martha Rogers gives advice on creating a customer satisfaction survey that will capture your customer's true feelings.
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Five ways to improve customer satisfaction in a call center
Ask the Expert - Expert Lior Arussy offers five tips on improving customer satisfaction through the call center.
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Contact center employee satisfaction
Ask the Expert - How do we measure whether our call-center employees clearly understand and accept their roles as well as take pride in the organization and their work?
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Customer service complaints -- comparing by industry
Ask the Expert - Customer service complaint numbers vary by industry, says call center expert Lori Bocklund, so customer service managers should network with other businesses to compare their complaint levels accordingly.
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Customer satisfaction and retention -- what's the correlation?
Ask the Expert - Expert Lior Arussy explains why customer satisfaction is not necessarily the best indicator of customer retention; companies should look at purchases and other actions rather than complaints handled.
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