TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Follow on LinkedIn.

Customer Service 252

Customer Service Contact Center Chief Customer Officer Call Center 252

Talkdesk

AUGUST 25, 2016

Number of calls in queue, average handle times, speed to answer. Historically, the world of call center customer service has been all about the numbers. When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem.

Customer Satisfaction 40

Customer Satisfaction Metrics Call Center Abandon Rate 40

CSM Magazine

JULY 28, 2015

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies. This is no easy task.

Call Center 40

Call Center Omni-Channel Customer Service Call Flow 40

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. As companies are becoming more customer-centric, this is approach is changing. What operational elements are required to drive customer satisfaction and customer loyalty?

Contact Center 48

Contact Center Self Service Net Promoter Score Call Center 48

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. Only by looking at a customer journey in its entirety across channels and over time can real pain points—and therefore opportunities for positive change—become visible.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90