Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Also, the caller simply does not care about whatever internal call center metrics you are using for performance management.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Bold360

FEBRUARY 19, 2020

Only 44% of customer-facing agents say that initial job training is just right, and this falls to 35% for ongoing training. Training has a significant impact on the ability of agents to do their job well, which in turn affects both agent and customer satisfaction. Bold360’s got you covered.

Tools 52

Tools Average Handle Time Training Customer Satisfaction 52

UJET

DECEMBER 10, 2020

and the limited IVR version, which usually prompts customers to choose from a list of pre-established options. At UJET, we believe your customers should be able to speak naturally when interacting with AI. Because, let’s face it, sometimes customers just want to talk to another human. Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

and the limited IVR version, which usually prompts customers to choose from a list of pre-established options. At UJET, we believe your customers should be able to speak naturally when interacting with AI. Because, let’s face it, sometimes customers just want to talk to another human. Reduce average handle time.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Greater personalization: providing support via the customer’s preferred communication channels has been proven to drive brand loyalty.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Oracle

OCTOBER 6, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience. Net Promoter Score as the customer experience metric.

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

RapportBoost

JANUARY 7, 2019

uses artificial intelligence to optimize chat conversations which drives dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness and other critical contact center metrics. RapportBoost.AI

Average Handle Time 40

Average Handle Time Contact Center Social Media Customer Centricity 40

CSM Magazine

JUNE 20, 2019

This enables customers to find answers themselves and support agents to assist customers with ease and greater relevance, driving up customer satisfaction and reducing service and support costs.The organization was recently named a leader in The Forrester Wave™: Cognitive Search, Q2 2019. 35% Fewer Escalations.

Technology 40

Technology Self Service Average Handle Time Contact Center 40

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Read these related articles next: The True Cost of Losing a Customer.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Magellan Solutions

JULY 12, 2021

The Business Process Outsourcing industry is one of the two principal ‘legs’ of the Philippine economy, generating $26 billion in 2019. Customer Satisfaction. Average Handle Time (/minutes). Call center Philippines outsourcing was greatly affected by the pandemic. Price ($/hr). Employee Attrition Rate.

Call Center 52

Call Center Industry Contact Center Study 52

Comm100

APRIL 28, 2021

If your live chat customer service team has one main goal, it’s to make the customer happy. CSAT, or your Customer Satisfaction Score, is one of the best benchmarks for determining how happy your customers are with the service they have just received. Average resolution time. All for free, forever!

Measurement 134

Measurement Abandon Rate Net Promoter Score Wait Times 134

NICE inContact

FEBRUARY 6, 2019

The most mature ones are open cloud platforms that provide unlimited options to build personalized and customized experiences for every single customer. Register for our webinar CX Transformation in 2019 to learn more on CX transformation. CX metrics are not your operational KPIs. Set a goal, measure, iterate and improve.

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

TechSee

DECEMBER 28, 2020

In addition, many field service organizations are shifting to an operating model that focuses on performance-based SLAs, where the priority is keeping customer equipment running at all costs. Focusing on customer satisfaction as an outcome of the service interaction has led companies to shift their measures of success as well.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

ViiBE Blog

DECEMBER 21, 2020

On top of being costly, truck rolls pose countless inefficiencies: Low first contact resolution (FCR) rate Higher repeat visit rate Negative impact on customer satisfaction. By utilizing the following five practices, organizations have significantly decreased operation costs while boosting customer satisfaction.

Metrics 98

Metrics Average Handle Time Customer Satisfaction Call Center 98

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? on 4 Jun 2019. customer experience. In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Average Handling Time.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40