TechSee

JULY 9, 2019

According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. To help companies improve their Customer Effort Score (CES), we’ve compiled a list of 10 call center mistakes that often result in high customer effort. Shoddy self-service.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. Elimination of unnecessary tech dispatches: by empowering customers to self-resolve issues, the frustration of waiting for a technician visit is often avoided. KPI #4: Average Handling Time (AHT).

Self Service 117

Self Service Technology Customer Service Contact Center 117

TechSee

OCTOBER 22, 2019

With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

TechSee

JUNE 25, 2019

Success lies in full transparency and comprehensive reporting that ensures a fair competition, which can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions. Agent decision support. High-level data analysis. Process improvements.

Technology 122

Technology Customer Service Contact Center Gamification 122