BlueOcean

OCTOBER 6, 2020

Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential. Is communication still going strong and do you feel comfortable in those interactions? Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Stella Connect

DECEMBER 2, 2021

In 2020, we found that only one third of consumers (33%) said they’d switched to a competitor after only one negative customer service experience with a business. 67% of US and UK shoppers say they would stop doing business with a brand after only 2-3 poor customer service interactions. 2: Time Is Money for You—and Your Customers.

Trends 52

Trends Customer Service Data First Call Resolution 52

Talkdesk

DECEMBER 30, 2019

In this case, if the bot isn’t able to help, at least the agent can continue with the resolution process — no harm, no foul. Agent-facing AI assistants are impacting service strategies by improving traditional KPIs like Average Handle Time (AHT) , First Call Resolution (FCR) and Customer Satisfaction (CSAT).

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

CSM Magazine

OCTOBER 6, 2021

Calabrio is proud to recognise and support the strides our customers are making in more human-centric interactions. After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. ANALYTICS COMPETITION WINNERS. GreenPath Financial Wellness – Winner.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Natalie Petouhof

SEPTEMBER 1, 2015

Tweet By 2020 it is estimated that there will be over 50 billion connected devices. If customers expect to be able to interact, engage, purchase and get service through any channel, companies need to step up to this challenge. That’s the case for customers interacting with the company.

Analytics 40

Analytics Omni-Channel Average Handle Time First Call Resolution 40

NobelBiz

NOVEMBER 15, 2022

As the public face of your brand, agents are greatly aided by a unified agent desktop that makes it easy for them to interact with customers. Of course, seasoned contact center professionals will smile with nostalgia, remembering the good old days when the trusted landline call was the only communication channel an agent had to deal with.

Call Center 52

Call Center Contact Center How To Contact Center Software 52