Taylor Reach Group

NOVEMBER 18, 2019

This internally focused approach could be in conflict with what customers feel and experience. In fact, we have seen situations where internal quality results had negative correlations with customer satisfaction and by extension customer retention!

Customer Satisfaction 18

Customer Satisfaction Contact Center Scorecard Compliance 18

DMG Consulting

DECEMBER 10, 2018

Question: We’re implementing a balanced scorecard to measure agent and contact center performance. Compliance – how well agents comply with regulatory requirements. Customer satisfaction – how satisfied customers are with their service or sales. What categories should we evaluate? It also measures the time.

Scorecard 82

Scorecard Contact Center Compliance Customer Relationship Management 82

Customer Service Life

SEPTEMBER 4, 2019

In this article, I’ll share six things to consider when creating a quality scorecard. It’s so easy when designing a quality scorecard to jump right into the weeds and begin adding everything about a customer interaction that we think our agents should be doing. What’s going to result in higher customer satisfaction?

Scorecard 69

Scorecard Contact Center Customer Journey Map Compliance 69

Callminer

JULY 5, 2018

Call centers that utilize automated call scoring define the metrics they want to track on every call such as script adherence, industry compliance wording, voice inflection, and long spans of silence. Improve compliance. Depending on the industry you serve, you may have serious compliance standards to maintain.

Compliance 157

Compliance Contact Center Social Media Customer Satisfaction 157

Logicalware

OCTOBER 12, 2021

result in better customer service,?increased increased customer satisfaction?and?loyalty,?and?higher?revenue compliance,?and?customer customer experience.?It’s for compliance?or?a Third, scorecards must be? an improvement in customer satisfaction?after?training quality assurance?into?your?everyday?contact

Scorecard 98

Scorecard Actionable Insights Compliance Construction 98

ClearAction

APRIL 3, 2015

What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. Improve Customer Experience by Eliminating Customer-Focus Boundaries. —@clearaction.

Customer Experience 121

Customer Experience VOE Government Scorecard 121

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. You could get the same product for a similar price from providers A and B, but Provider B has a higher customer satisfaction rating, so you choose Provider B.

Contact Center 210

Contact Center CRM Technology Technology 210