Team HGS

AUGUST 22, 2017

After a review of the vast benefits of a bots-brains approach—including improved average handle time (AHT) and response time, lessening of Tier I labor, and improved CSAT, Lauren took on pressing questions from our attendees. Lauren: Step number one always should be, analyze your top contact drivers.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? We’ve been in the business for a long time.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? We’ve been in the business for a long time.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Kustomer

SEPTEMBER 3, 2020

So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score. You definitely need some operational data in there that’s specific to a contact center or support environment. Chief Customer Officer 2.0 Nate Brown: (17:29).

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52