{"id":1143,"date":"2011-10-20T07:48:38","date_gmt":"2011-10-20T07:48:38","guid":{"rendered":"https:\/\/blogs.poly.com\/contact-centred\/?p=1143"},"modified":"2011-10-20T07:48:38","modified_gmt":"2011-10-20T07:48:38","slug":"believing-in-it","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/believing-in-it\/","title":{"rendered":"Believing in it?"},"content":{"rendered":"<p>As much as I am loath to propose another new measure for contact centers, I wonder whether there is a measure that can provide a high level barometer for a companies approach to customer service.<\/p>\n<p>Rather than use measures that tell us about past performance, can we find something that would give an indication on future performance?\u00a0 Here&#8217;s some ideas&#8230;<\/p>\n<p>Number of calls the CEO has taken in the contact centre this month. If they are taking calls, then there is a high likelihood of them being interested in the experience of the agents or the customer, and hence having a desire to improve it.\u00a0<\/p>\n<p>Number of call recordings from the contact centre played at board meetings &#8211; especially poor customer experiences. Again, is the senior management team interested in the customer experience or are just the financial reviewed?<\/p>\n<p>Training sessions delivered by the contact centre to other areas of the business.\u00a0 The contact centre is often a lightning rod for errors made by other parts of the business, so how often does it train other areas on improvements based on direct customer feedback?<\/p>\n<p>The aim of all these measures is to understand the commitment of an organization to customer service. Do they believe in customer service?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As much as I am loath to propose another new [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1143"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1143"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1143\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1143"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1143"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1143"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}