Customer Service Excellence: A Complete Guide for 2026

Podcast: Call Center Outsourcing Podcast · Focus Services, LLC - BenJoe Markland

Opublikowano: 2026-08-31

Customer Service Excellence: What Matters in 2026 — a concise guide to modern customer service excellence from Focus Services. Based on https://www.focusservices.com/customer-service-excellence/, this episode walks through defining customer service excellence, core components like agent expertise and quality assurance, key KPIs including Average Handle Time, First Response Time, First Contact Resolution, CSAT, NPS, and Customer Effort Score, and how omnichannel platforms, knowledge management, and workforce optimization enable scalable performance across multilingual support and multi-location call center operations. Chapters cover culture, training, standards such as ISO 18295 and GDPR compliance, leveraging feedback, and modeling ROI for BPO providers and in-house contact ce...