Remove Average Handle Time Remove Customer Care Remove eBook
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The 3 Principles of Brand Loyalty in a Highly Disruptive World

BlueOcean

The Intersection of Brand Loyalty and Customer Care Despite the introduction of these three new principles of brand loyalty in the increasingly disruptive (and disrupted) world, customer experience still reigns supreme. Consumers do, after all, still have choices available to them.

Loyalty 177
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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

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The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World

BlueOcean

Where Does Customer Care Sit in All of This? Despite the introduction of these three new motivators of brand loyalty after COVID-19 reshaped the market, customer experience still reigns supreme. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Loyalty 156
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Contact center workforce 101: IVR vs. chatbots vs. agents

Think Customers

Deflecting low tier operations, 24/7, can improve average handle time and customer satisfaction ratings by giving associates more time to tackle complex questions while the easy issues are handled swiftly by automation. What is a contact center associate?

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Guest Blog: Are You Setting the Right Customer Experience Goals?

ShepHyken

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again.

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Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Secrets to Incredible Customer Service with Paul R.

Metrics 219
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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.