It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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Official "Advice from a Call Center Geek!" SLA Benchmarking Episode
Manage episode 302790611 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
What should your service level KPI's be in your contact center?
In this episode, the voice of the Geek, Tom Laird, gives the "official" "Advice from a Call Center Geek!" SLA benchmarks for Voice, Chat, Email, QA, and Sentiment.
Let the arguing begin!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
220 episodes
Share
Manage episode 302790611 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
What should your service level KPI's be in your contact center?
In this episode, the voice of the Geek, Tom Laird, gives the "official" "Advice from a Call Center Geek!" SLA benchmarks for Voice, Chat, Email, QA, and Sentiment.
Let the arguing begin!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Schedule time with me to talk about anything call center related:
https://calendly.com/call_center_advice/15min
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Text Me: Text "Call Center Manager" to 814-247-0633
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
220 episodes
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Similar to Advice from a Call Center Geek!
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
How do I start an online business? How do I build a brand online? How do I get traffic and attention to my online business? The biggest question is, can I start a business online and replace my current JOB? Welcome to The Rock Your Brand podcast show where we answer ALL of these questions and a ton MORE! Scott Voelker, the host will share with you everything you need to know and help you to build a Future Proof Business that will allow you the ultimate Freedom. Scott shares tips and strategi ...
…
continue reading
Insightful interviews with authors, experts, entrepreneurs, and thought leaders who share valuable marketing tips, growth strategies, and resources. Hosted by John Jantsch, one of America's top small business marketing experts, this show is dedicated to helping you craft effective marketing strategies that will grow your business. Whether you're a small business owner, marketing professional, or marketing agency owner, you'll gain valuable insights and actionable advice on topics such as mar ...
…
continue reading
Kipp Bodnar (HubSpot’s CMO) and Kieran Flanagan (Zapier’s CMO), lead you down the rabbit hole of marketing trends, growth tactics and innovation. On the way you’ll pick up undiscovered strategies to give you that slight edge for success. These are not your typical twitter thread regurgitated marketing tactics that everyone is doing. These are new methods, with unfiltered examination of successful fresh ideas.
…
continue reading
The Village Global podcast takes you inside the world of venture capital and technology, featuring enlightening interviews with entrepreneurs, investors and tech industry leaders. Learn more at www.villageglobal.vc.
…
continue reading
The fun email marketing podcast. Sell more of your online courses, grow your membership and bring in more coaching clients with email marketing that doesn't stink. Sound good? Then join your fellow Email Marketing Heroes for your weekly dose of fun, practical, yet brutally honest email marketing advice. You can listen in to a piping hot, fresh episode every 'Email Marketing Wednesday' or if you prefer learning with your eyes instead of your ears, we turn each episode into a full written blog ...
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continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
The next generation of successful entrepreneurs will be both founders & creators, leveraging their own audience to launch, build, and scale multiple companies into millions based on their own personal hobbies & passions. This is the 'Personal Holding Company' philosophy. It's a lifestyle business on steroids: no venture capital investors, work whenever & wherever you want, turning your hobbies into businesses. First Class Founders explores this PHC philosophy with tactical tips & strategies ...
…
continue reading
Bitcoin groundbreakers share personal stories of how Bitcoin is changing lives for the better. Host Mauricio Di Bartolomeo, co-founder and CSO of Ledn, speaks with leading Bitcoin voices, entrepreneurs, and human rights advocates to hear their unique journey and practical real-world examples of how Bitcoin has made a positive impact in their lives. Brought to you by Ledn, a leading financial services company built for Bitcoin & digital assets. Ledn offers a suite of lending, saving and tradi ...
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