NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The formula to calculate ROI is: Return on Investment = (Gains from Investment) – (Costs of Investment) x 100.

ROI 45

ROI Social Media Airlines Customer Service 45

Talkdesk

SEPTEMBER 18, 2020

Global contact centers and customer experience (CX) leaders are looking for solutions that act as a catalyst in the remote working environment, so their agents are more empowered to provide the services and support that customers need right now. Prepare a list of desired outcomes and work accordingly to achieve them.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. AAA even made the Khoros Marketing Contact Center their hub for all publishing and approvals.

Social Media 52

Social Media Return on Investment ROI Average Handle Time 52

Lithium

NOVEMBER 6, 2020

This year they achieved a 38k year-over-year increase in digital interactions, a 49% year-over-year decrease in chat average handle time, and a 44% call deflection rate on Apple Business Chat. AAA even made the Khoros Marketing Contact Center their hub for all publishing and approvals.

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. This concept plays out across every customer interaction, regardless of the channel.

Exceptional Customer Service 60

Exceptional Customer Service Metrics Customer Service Average Handle Time 60

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. has always been a challenge for call centers.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. There has been a concerted effort to move customer interaction towards lower cost digital channels and away from voice calls in recent years. has always been a challenge for call centers.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40