Kustomer

JULY 1, 2021

He wrote a book about barrier busting in 2011 that I thought was so fascinating and just broke down the customer experience, each step, and how you look for barriers and break them. That’s something I love studying and it’s something our clients have asked us to say now a few times to help them figure it out. Absolutely.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Kustomer

SEPTEMBER 3, 2020

It takes a lot of effort and time to change a company mindset because it is dependent on the employees. It’s almost embarrassing to look and see the statistics around how many digital transformation efforts are failing. It’s somewhere between 80 and 95% of digital transformation efforts are failing.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52