2016 Customer Care Metrics Omni-Channel 
BlueOcean
FEBRUARY 14, 2018
Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service? Easier said than done.
ShepHyken
JULY 25, 2016
Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. Not because I don’t like the words.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Storyminers
JANUARY 24, 2017
Overall, it’s really just about providing a quality customer experience. We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. New metrics. Here’s what we learned.
ShepHyken
MARCH 10, 2017
That’s why a quick response time is one of the most important metrics for measuring good customer service. Yet , the average response time in 2016 was 15 hours and 17 minutes , which is hardly the superior service that most companies believe they deliver.
Kayako
DECEMBER 31, 2015
2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.
Storyminers
JANUARY 24, 2017
Overall, it’s really just about providing a quality customer experience. We touched base with leading customer experience expert Mike Wittenstein to learn how you can make your contact center adaptive to customers’ evolving omni-channel expectations in 2017. New metrics. Here’s what we learned.
Stella Connect
MAY 4, 2017
Shep Hyken’s Customer Service Blog is one to follow. Moving From Omni-Channel To A Channel-Less Customer Experience ”. Five Ways to Create Customer Loyalty ” (with video). Jenny Dempsey, Director of Customer Care for Internet publishing company DMV.org, knows this well. Contact Center Metrics.
Expert insights. Personalized for you.
149 
Let's personalize your content