Team HGS

JUNE 14, 2017

Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. 3, The Beginning of Channel Guidance, highlighting strategies designed to reduce the burden on the customer for an improved and frictionless CX to ultimately drive a higher CSAT and NPS score for your business.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

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. The Problem with Data Alone.

Customer Satisfaction 40

Customer Satisfaction Metrics Call Center Abandon Rate 40

COPC

AUGUST 4, 2016

These are the key questions to ask to ensure that any technology implementation is designed to enhance the customer interaction, and that frontline staff have the skills, information and tools necessary to address the customer needs regardless of channel. Call blending is the new normal as customer service becomes more proactive.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

NobelBiz

APRIL 25, 2023

They simplify agents’ and customers’ lives by streamlining the contact process. Nonetheless, maintaining many channels is complicated, and developing a smooth customer journey is a significant problem. Indeed, customer service’s major difficulty is creating a consistent experience across all touchpoints.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Talkdesk

AUGUST 3, 2016

In this week’s Customer Experience Weekly, we’ll be exploring customer service metrics. Here’s what we found: Choosing the Right Customer Service Metrics Requires Alignment to Your Brand. Customer service quality cannot be measured by a single metric. 15 Customer Service Metrics to Measure.

Metrics 40

Metrics Customer Service Net Promoter Score Effort Score 40

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

BlueOcean

JANUARY 26, 2016

In our 21+ years in the outsourced customer service business, we have employed thousands of people. So what is it about human nature that leads us to set goals only to see our vision and plans drop by the wayside before we’ve even given ourselves a fighting chance to succeed?

Average Handle Time 149

Average Handle Time Contact Center Sales Course 149

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. Plan ahead of time. 10 per inquiry! Now there’s a win-win situation for everyone.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

Michel Falcon Experience

MARCH 12, 2019

But then in 2016, I realized “I’m bored.” It’s customer service. Delivering exceptional customer service. ” I was lonely, actually. So, I want the three of you, because all from the same company. How would you respond to me if I asked you what is the purpose? Same thing?

Culture 12

Culture Employee Engagement Company Engagement 12