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  • Best metrics when setting up a high variable pay for performance for customer service agents?

    What do you find to be the best metrics when setting up a pay for performance system for customer service agents?

    jttechsearch5 pointsBadges:
  • What is the industry standards or ratio for a quality analyst to an agent

    I am managing a call center of 75 agents. I have one quality analyst. What is the standard industry ration for a QA analyst to the agent? We are looking for a total of 3 calls per week per agent. Calls are pulled manually, however we are looking into enhancing out phone system powered by...

    newQMA5 pointsBadges:
  • Standard for call back times

    What is the industry standard for call back times?

    JulieBussone5 pointsBadges:
  • Customer service call ratios

    What are typical service contacts to product sales ratios in a B to C and B to SMB environments?

    clarkie575 pointsBadges:
  • Call Rep to Manager Ratio

    In the financial service industry, what is the optimal call rep to manager ratio? What is the national average of call reps to managers in the industry?

    Jayson12320 pointsBadges:
  • Metrics for customer service functions and “rule of thumb” trigger points

    At what point(s) (e.g., metrics, KPI) should a small B2B software provider look to automate their customer service functions?

    Petiesmom10 pointsBadges:
  • How to add live chat on a website

    How does a live chat system works? Actually I have product based website and want to provide customer support service on website. Please suggest me secure and well features live chat software.

    connorlawson5 pointsBadges:
  • Open IT Forum: IT’s role in customer service

    One of ITKnowledgeExchange's bloggers is working on a series about customer service in the enterprise, and how it can be improved. From the IT side, do you have any experiences or suggestions for improving how companies do customer service? We'll take horror stories as well! Help a fellow IT...

    MelanieYarbrough6,345 pointsBadges:
  • Multiple Users with Multiple Emails

    I currently work for a company which has 5 retail websites. The problem we need to solve is how to handle all of the emails. We have several customer service reps and 5 incoming emails (cs@abc.com, cs@123.com ect.) We need a program, hosted preferably, that will allow for multiple users to answer...

    Mmsed15 pointsBadges:
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