Comm100

APRIL 28, 2021

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your team is performing is the key to delivering great customer service. If your live chat customer service team has one main goal, it’s to make the customer happy.

Measurement 134

Measurement Abandon Rate Net Promoter Score Wait Times 134

Talkdesk

SEPTEMBER 8, 2020

In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls. Delivering exceptional customer service during open enrollment is always a challenge, but promises to be even more complex this year. million calls related to healthcare coverage to its contact center.

Abandon Rate 67

Abandon Rate Customer Experience Healthcare Contact Center 67

Magellan Solutions

DECEMBER 5, 2023

Facing customer retention challenges, especially when you’re still getting the hang of things, is crucial. But the question is, how much are you willing to spend for better customer service? Using metrics and KPIs like cost per call, service level, average speed of answer, average handle time, etc.,

Call Center 52

Call Center Self Service Telecommunications Abandon Rate 52

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 97

Omni-Channel Self Service Policies Abandon Rate 97

CSM Magazine

AUGUST 25, 2021

Customer satisfaction can be defined as how happy customers are with a company’s products, services, and capabilities. Learn how a Knowledge Management system can help keep your customers satisfied. While the marketing, pre-sales, and sales processes add to customer satisfaction, customer service heavily influences CSAT scores.

Customer Satisfaction 59

Customer Satisfaction Self Service Management Knowledge Base 59

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Magellan Solutions

SEPTEMBER 1, 2021

There is an exponential rise in call volumes at customer service centers across the globe and industries. . This meant customers were anxious to cancel, refund, or modify their itinerary. . This meant customers were anxious to cancel, refund, or modify their itinerary. . Call Volumes. Some examples are the following: 1.

Call Center 52

Call Center Transportation Abandon Rate Average Handle Time 52