Effectively Measuring the Customer Experience: The CX Scorecard All ResourcesCall Center Effectively Measuring the Customer Experience: The CX Scorecard If you’re like most support professionals, you’ve probably wondered about the best way to measure and manage the end to end Customer Experience. Is there one single metric that tells…Angela IrizarryJuly 25, 2019
Net Promoter Score Benchmarks | Metric of the Month All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Net Promoter Score Benchmarks | Metric of the Month Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgApril 15, 2019
The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers All ResourcesCall CenterWhitepapers The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers Download This Whitepaper Forward To A Friend The ROI of Benchmarking | The Business Case for Benchmarking Contact Centers Return on Investment (ROI) is one of the most common and…Jeffrey RumburgAugust 13, 2018
Top 5 Customer Service Call Center Key Performance Indicators All ResourcesCall CenterMemberWhitepapers Top 5 Customer Service Call Center Key Performance Indicators Download This Article Forward To A Friend . How Does YOUR Call Center Stack Up? Call Center KPIs The Five Most Important Performance Indicators for Customer Service Call Centers Introduction…Angela IrizarryNovember 6, 2017
From Good to Great – A Recap of ICMI’s Contact Center Demo 2017 All ResourcesCall CenterNews and Press From Good to Great – A Recap of ICMI’s Contact Center Demo 2017 “It is during our darkest moments that we must focus to see the light." - Aristotle Our deepest condolences for all those affected by the senseless tragedy in Las Vegas.…Angela IrizarryOctober 3, 2017
Introduction to Sales Contact Center Metrics | Definitions, Formulas & Key Correlations All ResourcesCall CentereBooksMemberWhitepapers Introduction to Sales Contact Center Metrics | Definitions, Formulas & Key Correlations This free eBook is an introduction to Sales Contact Center Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed…Angela IrizarryAugust 2, 2017
10 Key Call Center Statistics | 2017 Benchmark All ResourcesBenchmarking StatisticsCall Center 10 Key Call Center Statistics | 2017 Benchmark The results of MetricNet’s 2017 United States In-House Customer Service Call Center Benchmark are in! The data includes 8 categories of metrics and 41 Key Performance Indicators. In this article,…Angela IrizarryJuly 19, 2017
Call Center Best Practices All ResourcesCall CenterMemberRecorded Webcasts Call Center Best Practices An overview of Call Center Best Practices. HEAR how the industry's top performing Call Centers Achieve World-Class Status! LEARN key strategies for Enhancing your Call Center Performance! APPLY Best Practices…Jeffrey RumburgJanuary 12, 2016
10 Key Call Center Statistics | 2014 Benchmark All ResourcesBenchmarking StatisticsCall Center 10 Key Call Center Statistics | 2014 Benchmark The results of MetricNet’s 2014 United States In-House Customer Service Call Center Benchmark are in! The data includes 6 types of metrics and 21 Key Performance Indicators. In this article, we…Angela IrizarrySeptember 23, 2015
10 Key Call Center Statistics | 2014 Benchmark All ResourcesBenchmarking StatisticsCall Center 10 Key Call Center Statistics | 2014 Benchmark The results of MetricNet's 2014 United States In-House Customer Service Call Center Benchmark are in! The data includes 6 types of metrics and 21 Key Performance Indicators. In this article, we…Angela IrizarryAugust 5, 2015
