Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success.

Software 98

Software Tools Customer Service Self Service 98

NICE inContact

AUGUST 9, 2017

This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . There have been several studies completed that validate this statement. Can an agent elevate an interaction with a customer from one channel to another (i.e.

Customer Service 146

Customer Service Social Media Contact Center Study 146

Kayako

JANUARY 5, 2017

According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customers expect support to be available 24/7.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. However, just 50% provided a successful reply on the channel.

Insurance 48

Insurance Connections Customer Service Self Service 48

Avaya

AUGUST 15, 2016

billion by 2019 (PwC Sports Outlook Study). Take the top 4 professional sports leagues in North America: NFL, NBA, NHL, and MLB (Statista 2016). Contact Center: Streamlines communications channels to identify fan-to-venue and fan-to-club relationships. Let’s do a math exercise to put this into perspective.

Data 40

Data Sports Multi-Channel Trends 40