Experience Matters

JANUARY 6, 2015

Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. One of the most powerful forces inside an organization is clear feedback from customers, which is why so many organizations are building voice of the customer (VoC) programs.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

CSM Magazine

OCTOBER 15, 2018

Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

Magellan Solutions

JULY 12, 2021

Promoting inclusivity, setting a clear objective and providing regular feedback help call center Philippines create a culture of comfort. Average Handle Time (/minutes). On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company. It includes psychology, as well. Price ($/hr). Service Focus.

Call Center 52

Call Center Industry Contact Center Study 52

Natalie Petouhof

SEPTEMBER 1, 2016

By engaging and listening, they can retain them as customers and increase the amount and frequency of purchases over a longer period of time. v] “Tyler Seguin’s Account Tweets ‘Only Steers and Queers in Texas’; New Stars Center Says He Was Hacked”, SportsDay, July 2013, [link].

ROI 45

ROI Social Media Airlines Customer Service 45