Category Call Center Metrics

Mar 24, 2023

Customer Acquisition vs Retention: What Will Suit Your Business Better?

Call Center Insights and Best Practices Blog - Voiptime Cloud

We have severally mentioned that customer retention is more beneficial and cheaper than customer acquisition but is this enough to close the topic about these two different business growth strategies Basically not Businesses that focus on customer retention only often stagnate and lose competitive advantage over their competitors while those...

Mar 13, 2023

How to Raise and Track Effectively Call Center KPIs and Metrics [ULTIMATE GUIDE]

Call center metrics and KPIs are irreplaceable tools for measuring call center performance They determine the effectiveness of all processes inside the team from agent occupancy to First Call Resolution Some of them are must-haves while others may be ignored But some people still think that if their customers seem...

Feb 20, 2023

How To Develop A Winning Customer Experience Strategy For Years Ahead

In the vortex of information both important and other it s still possible to heed the signals regarding customer experience Managers of the top call centers know that And successful company owners engineering ways to accurately adjust customer experience strategies And the most important of all is the sequence of...

Feb 16, 2023

Customer Loyalty Ultimate Guide

When we are talking about creating a triumphant customer service strategy and especially a customer loyalty strategy we consider customer retention as the primary purpose of it Why First of all customer retention is the main customer service metric and objective that will guarantee stable development and high revenue for...

Jan 31, 2023

How To Measure the DSAT In a Small Call Center?

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” — Steve Jobs

Jan 17, 2023

PBX vs Cloud-based Call Center Solution: What to Choose?

Selecting the right software solution for your business is always a challenge Most business owners feel trouble when picking the proper solution as there is great competition across the market The solutions are divided into niches and exact tools that offer numerous advantages for diverse types of businesses Price policies...

Jan 16, 2023

Customer Service Level: Formula and Tips

As every organization has the goal to achieve higher performance rates and a better level of service quality there is an exact need to use defined scores to measure the performance of the business This is also the main goal of call center performance metrics and despite them one of...

Jan 15, 2023

Customer Journey: Ultimate Guide

Some fundamental things make the sales process more manageable and let managers understand customer behavior expectations and trends Successful enterprises try to understand and foresee every step of their prospective customers To tell the truth brands try to predict customers' thoughts and actions before they even think of them There...

Jan 09, 2023

Reduce Call Center Average Wait Time To Profit Today

It’s presumed to think that average handle time is the top-notch metric for your call center. There're many claims over the internet that each customer service representative screwed up unless the average waiting time on picking up the phone is 20 seconds or so.

Jan 02, 2023

Sales Metrics to Track: Ultimate Guide

Why does a business exist A rhetorical question - to sell products and services to get revenue and scale up to get more revenue We are not now discussing any social or other functions of a business because it doesn t relate to the topic of this article - the...

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