Seaton CX

NOVEMBER 1, 2022

A skeptical stakeholder isn’t ignorant, but they aren’t convinced CX is the right investment. Sometimes they aren’t connecting the dots to understand the return on investment (ROI) of CX. With a skeptical stakeholder, try to identify why they are skeptical.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

InMoment XI

NOVEMBER 15, 2023

Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Customer experience analytics is a powerful tool that enables businesses to connect with their customers on a deeper level.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

NobelBiz

MAY 21, 2024

Predictive dialing is the most efficient, as it automatically dials multiple numbers and connects agents only when a call is answered. Agent Training : Agents receive training on the campaign goals, product or service details, and effective communication techniques to handle calls professionally and persuasively.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Lithium

NOVEMBER 6, 2020

All-Ways Connected — Tealium. Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. Khoros Marketing has helped AAA connect with members in a variety of ways over the past year. We can’t wait to see what you do in 2021.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

Lithium

NOVEMBER 6, 2020

All-Ways Connected — Tealium. Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. Khoros Marketing has helped AAA connect with members in a variety of ways over the past year. We can’t wait to see what you do in 2021.

Social Media 40

Social Media Return on Investment ROI Average Handle Time 40

Joe Rawlinson

JANUARY 6, 2016

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. In other words, metrics do not tell the whole story. Memories versus Experiences.

Exceptional Customer Service 60

Exceptional Customer Service Metrics Customer Service Average Handle Time 60

Pointillist

MARCH 1, 2019

When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher. Agents are often measured on Average Handle Time (AHT), which is a measure of the time spent by an agent to handle a request. Having a product knowledge base handy often helps.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75