Customer contact centers have evolved from phone banks to multifaceted technology hubs where representatives may take calls, respond to emails and conduct live chats with customers on a wide range of subjects. Some representatives are asked to sell, others resolve service issues and some do both.
In many call centers, employee focus has shifted from speed – “How fast can I take care of this question, transaction or problem and move on to the next call?” – to depth of product knowledge and relationship-building. Performance metrics have changed as well, sometimes repeatedly, as organizations struggle to determine which measurements are significant to their current overall goals.
We provide your organization with contact center metrics that matter. We have helped companies measure the effectiveness of their cross sales efforts, track customer satisfaction and assess the impact of their contact center staff on the overall company brand.
Read more about how APECS® Customer Contact Center measures whether your contact center is meeting your customers’ expectations. Or, learn more about our full range of qualitative and quantitative research solutions.