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How to reduce Average Handling Time and improve quality

Eptica

Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. This reduces agent time spent scrolling down the queue, lessens backlogs and improves AHT. Measuring the customer experience: three key considerations.

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How to Beat Customer Expectations with Better Customer Service

Solvvy

When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . Want to deliver Zappos-level customer service? Customer satisfaction: 85%.

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How to Beat Customer Expectations with Better Service

Solvvy

In order to make sure your customer experience is more Zappos than Verizon, you’ll need to focus on understanding customer expectations in your industry so that you know how to beat them. Start with a Customer Expectations Survey. Customer satisfaction: 85%. Build a Customer Support Strategy.

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Bilingual Customer Support: Where Live Agents and AI Coincide

BlueOcean

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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3 Ways Call Center Coaching is Leading to Customer Churn

Uniphore

Effective coaching not only keeps agents from walking out, it also makes them better customer service providers. While numbers, like Average Handle Time (AHT), are convenient units of measurement, they make poor coaching tools, offering little actionable advice and alienating agents who feel they’re being “set up to fail.”

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Customer Experience Metrics That Keep the Pulse on Friction-Free Support

Kayako

Customers desire minimal effort to get an answer, and that’s what makes them come back to your business. High effort experiences result in 96% of customers becoming disloyal to a business. To measure customer experience goes beyond simply meeting customersexpectations with a speedy reply. Survey Comment (if any).

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