Call Center Metrics

Exploring the Impact of COVID-19 on Customer Behavior

by Kim Campbell in Call Center Measurements, Call Center Metrics, Customer Service Trends, Kim Campbell

  What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Meanwhile, wild animals are appearing during […]

 

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

by Mike Hasler in Call Center Metrics, Contact Center Outsourcing, Customer Service Outsourcing, Mike Hasler

  We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of […]

 

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Lifetime Customer Value: Measuring Customer Service Performance

by Kim Campbell in Call Center Metrics, Kim Campbell, Lifetime Customer Value

Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Since that’s not the world we live in, customers need to experience prompt and dedicated attention at […]

 

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