Myra Golden

OCTOBER 18, 2016

Make sure you’re focusing on what matters to your customers. An Australian call center in the telecommunications industry stopped scoring agents on productivity metrics like these, and began focusing on meeting customers’ needs. Make sure you’re measuring what really matters to your customers.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

Myra Golden

OCTOBER 18, 2016

Make sure you’re focusing on what matters to your customers. An Australian call center in the telecommunications industry stopped scoring agents on productivity metrics like these, and began focusing on meeting customers’ needs. Make sure you’re measuring what really matters to your customers.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. He is the author of three customer service books, including the bestselling The Service Culture Handbook.

2020 132

2020 Customer Experience Magazine Consulting 132