For Contact Center Health, Get Your Baseline Performance Checked
You walk into the doctor’s office and ask, “Doc, am I healthy?” Before you get an answer, the doctor is going to conduct a few basic measurements that will guide his assertion of your overall health,...
View ArticleSears, Dell, Microsoft CSRs Most Likely to Offer to Complete Transaction
By Jake Novick, Senior Research Associate, StellaService One of the mantras we preach here at StellaService is that retailers should view their customer care centers as more than just a black hole for...
View ArticleNew Stella Benchmarks Includes Top 25, L.L.Bean Tops Rankings
Stella Benchmarks received a fresh look in its most recent release, but there’s a familiar retailer topping the rankings. L.L.Bean had the overall best customer service performance in May, the second...
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