BlueOcean

OCTOBER 6, 2020

Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential. Is communication still going strong and do you feel comfortable in those interactions? Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

MAY 13, 2021

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

Loyalty Brands Ecommerce Average Handle Time 156

Think Customers

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. The same is true for a call that begins with an interactive voice response (IVR) system. Contact center associates are the people that make customer service human. What is a contact center associate? The best fit. Learn more.

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

ShepHyken

JANUARY 18, 2019

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.

Customer Experience 94

Customer Experience Contact Center Airlines Average Handle Time 94

BlueOcean

FEBRUARY 7, 2019

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.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Playvox

JUNE 22, 2023

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.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

MAY 4, 2023

It’s simple: fantastic customer service. My interactions with the fruit seller were authentic and friendly, and he answered all my questions. 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.

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52