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commenter
July 31st, 2008 @10:28 pm  

Call center metrics are critical for gathering actionable data that can be broken down to a granularity that enables decision makers to work on issues such as executive work load, success rate, issue resolution time, and all factors that affect call quality as well as the costs incurred.

In the absence of accurate call center metrics, a shift of premise to a location that offers cheap labor will not solve the problem of customer support at a low cost.

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Carrie T Said,
August 5th, 2008 @10:44 am  

These look like some great tools to use. To add to these I would recommend a customer service book that I have been reading. It has helped me to see where I need to strengthen customer service within my own business. Thanks for the info!

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Joao Said,
September 19th, 2008 @1:58 pm  

As far as customer service and call centers go, I find one thing that consistently bothers people is the telemarketers pause caused by predictive dialers. A power dialer such as the one provided by Insidesales.com may be a better option if that is one thing you are trying to avoid.

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November 3rd, 2008 @11:32 pm  

[...] All things set aside, call center metrics are very important and a necessity in all businesses. If you don’t have anything currently in place, I recommend checking out these trial versions and seeing for yourself. I personally haven’t used them yet but based on what I’ve read thus far, they could be a great solution for you. Original article at CRM-GURU. [...]

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December 3rd, 2008 @5:21 pm  

[...] just read a good write-up on measuring call center success, and it makes a lot of [...]

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commenter
December 19th, 2008 @3:51 pm  

The most accurate call reporting system would have to tie in to your switch in order to track call start/end. Seems this was a big thing in the late 90′s but I have seen more and more companies tracking by notes and the like. It’s simple but effective.

Remember: GIGO!

Mark

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Ben Said,
December 28th, 2008 @6:31 pm  

Being in the business myself I’ve heard a terrifying number of horror stories from associates about money their companies have spent on “quick fixes” – something I avoided by going with http://www.EnterpriseWizard.com, and something that people really need to be careful about. Some cheap fixes end up really expensive, and some “quick” fixes end up requiring a fix that takes eons.

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djmitch Said,
December 31st, 2008 @1:33 pm  

Check out this sweet CRM.

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commenter
January 30th, 2009 @1:37 am  

The process that the organization uses to build relationship with different segments of its customers and at different levels.

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commenter
November 9th, 2010 @12:08 pm  

I don’t understand a lot of these comments. However I will say that if you’re going to talk metrics, you have to find a way to include customer specific answers.

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Lydelle Said,
August 7th, 2012 @9:46 am  

There’s some really cool Customer Management Software out there at the moment that I think can really help with maintaining all forms of data.

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commenter
August 8th, 2014 @1:55 am  

I like this post.

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August 30th, 2014 @3:00 pm  

click the up coming website…

Call Center Metrics – How do You Measure Them? | CRM Guru Blog…

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July 31st, 2008 @10:28 pm  
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August 5th, 2008 @10:44 am  
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September 19th, 2008 @1:58 pm  
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December 19th, 2008 @3:51 pm  
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December 28th, 2008 @6:31 pm  
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December 31st, 2008 @1:33 pm  
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January 30th, 2009 @1:37 am  
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November 9th, 2010 @12:08 pm  
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August 7th, 2012 @9:46 am  
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August 8th, 2014 @1:55 am  
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August 30th, 2014 @3:00 pm  

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