Search results
Results from the Go Local Guru Content Network
The output received by the customer as a result of the service provided is the main focus of the service level agreement. Service level agreements are also defined at different levels: Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service ...
Even though call center leaders have identified FCR as a critical KPI, there is some question about what exactly constitutes a "resolved call." Some call centers consider a call resolved if the agent didn't need to transfer it. Other call centers determine if a call is resolved if there is no follow-up work needed by the customer after the call.
The Centers for Medicare & Medicaid Services (CMS) is a federal agency within the United States Department of Health and Human Services (HHS) that administers the Medicare program and works in partnership with state governments to administer Medicaid, the Children's Health Insurance Program (CHIP), and health insurance portability standards.
The International Financial Services Centres Authority (IFSCA) is the regulatory body for the Indian special economic zones such as the GIFT International Financial Services Centre for International Financial Services and commodity markets under the ownership of the Government of India. [3]
It is expected that the facility will create over 350 new jobs, while Republic's investment in the center is projected to be over $6.8 million over the next three years. [28] In April 2017, Republic Services opened a customer service center in Fishers, Indiana, employing over 250 workers, with plans to hire an additional 120 during the year. [27]
In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers.
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [2] studied the value of an organization's help desks.
The gamification of customer service environments includes providing elements found in games like rewards and bonus points to customer service representatives as a method of feedback for a job well done. [48] Gamification tools can motivate agents by tapping into their desire for rewards, recognition, achievements, and competition. [49]