Last updated 11/2021MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHzLanguage: English | Size: 413.38 MB | Duration: 0h 58m
Learn how to understand Customer Service Reporting for your Business
What you'll learn
Learn how to understand Excellent Customer Service and Concepts
Understand the reporting for service areas to be effective.
Understand service levels to help the business.
Learn SLA methods to be more successful in any industry.
Reporting is a basic component of a Business or Corporation for being competitive in any industry. A contact center also referred to as a customer interaction center or e-contact center, is a central point from which all customer interactions across various channels are managed. Their primary purpose is to provide customers with efficient and effective technical support, customer service and sales assistance.Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies. ... A contact center agent is typically responsible for handling a large number of inquiries each day.A KPI, or key performance indicator, is a metric that contact centers use to detee if they're meeting business goals such as efficiency and delivering exceptional service.A SL, or Service Level, is a metric that contact centers use to detee if they're meeting business goals such as muti channel Service response s to control and monitor for exceptional service.Analyze Your Cloud or On premise Contact Center dаta: Watch Your Call Detail Records. Call detail records list down all incoming and outgoing business calls.Reports for Real and Historical Data for Excellent Customer ServiceTrack Call Center KPIs.Study Customer Preferences. Make Quality Assurance a Priority. Key into EX Metrics. Collect Customer Feedback through Surveys.
Section 1: Introduction
Lecture 1 Introduction
Section 2: Contact Center and Customer Service Reporting
Lecture 2 Contact Center and Customer Service Reporting
Section 3: Understanding Reports for Customer Service
Lecture 3 Understanding Reports for Customer Service
Section 4: Reports and Service Levels for the Enterprise
Lecture 4 Reports and Service Levels for the Enterprise
Section 5: Architecture of Reports for Customer Service
Lecture 5 Architecture of Reports for Customer Service
Section 6: Reports for the Enterprise
Lecture 6 Reports for the Enterprise
Section 7: Contact Center Example Reports
Lecture 7 Contact Center Example Reports
Learn Excellent Customer Service