Are You Delivering Excellent Customer Service?

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RingCentral Call Centre Helper Spring Survey

People, process and technology are the three core elements of great contact centre performance. The Contact Centre Helper Spring Survey, in partnership with RingCentral, gives unique insights that show how contact centre centres are delivering exceptional customer service.

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Learn how contact centres are delivering exceptional customer service. Get the report

Read the comprehensive report to explore: 

  • What are the top two metrics contact centres are using to measure the performance of their customer service teams? 
  • Why are traditional surveys losing traction?
  • Why are contact centres still struggling to measure advisor performance? 
  • What are the most used metrics – and which metrics are most effective for the workforce management team?
  • What are the main pros and cons of average handling time (AHT)?
  • How has the attrition rate changed in the last 12 months? How can contact centres overcome it?

Contact centres are looking for less invasive ways to measure customer satisfaction, such as speech analytics and other forms of customer research. How is the CSAT and NPS in your contact centre?

Get the Metrics section of Call Centre Helper's Spring Survey report for free.
thumbnail Patty Yan

Author

Patty is the EMEA Product Marketing Manager for RingCentral Office, the leader in cloud communications solutions. Patty is passionate about creating value and differentiation, ensuring a better experience for customers and partners. She gained a wealth of international product marketing, product management, GTM and market development experience, across a range of high-tech SaaS in a fast-paced, hyper-growth environment that assumes both strategic and tactical execution. She is not new to UC, starting in Tandberg, then Cisco, driving the launch of video collaboration and services, and Enghouse with global responsibilities for hosted CCaaS. Patty also has significant experience in brand management and services marketing within companies such as Vodafone, Tektronix, McDermid, Xerox and F1 racing sponsorships.

In her spare time, Patty likes to experiment with food from around the world. On the weekends, she was a volunteer Mandarin teacher for the local community for ten years running. She loves art, travelling and going to the gym.

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