Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Implementing technology without strategy makes us do the wrong things faster ! 1) First step?

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Think Customers

NOVEMBER 1, 2021

Unlike a cold transfer, when a caller may have to repeat himself multiple times to various associates, an associate receiving a warm transfer already has knowledge of the caller’s needs and is better prepared to help. Be human and take the time,” Shearer said of such calls. Don’t worry about your AHT (average handle time).

Self Service 52

Self Service Net Promoter Score Contact Center Average Handle Time 52

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 86

Customer Experience Average Handle Time Net Promoter Score Customer Care 86

Playvox

MAY 4, 2023

It’s simple: fantastic customer service. It’s no secret that stellar customer service is the first step to customer loyalty, but you’re not dealing with a couple of people meandering through a fruit store. Customers today have higher expectations than ever before.

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Team HGS

AUGUST 22, 2017

HGS Webinar: Reinventing the Customer Service Model Using Bots&Brains™. 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.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Qualtrics

NOVEMBER 20, 2020

Customer needs are changing. Find out how to improve your digital customer service for our distributed world. While the digital world has its own language and nuances, many of the basic principles of customer service still apply. What is digital customer service?

Customer Service 26

Customer Service Social Media Self Service Chatbots 26