NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. Power looked at 124 customer service organizations spanning 13 industries in North America. Interesting, isn’t it? A new report from J.D.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? 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. These scores and metrics aren’t the only way to look at the customer experience, though.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Solvvy

FEBRUARY 5, 2020

Customer satisfaction: 85%. That said, customer expectations will vary from one industry to the next, so it’s important to take a personalized approach to determining your company’s plan of attack. Gather Customer Feedback. Resolution without escalation rate: more than 68.8%.

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

Think Customers

JANUARY 18, 2022

And in cases where a customer needs or requests to speak to a person, the IVR can route the call quickly and seamlessly to an expert associate. A well designed IVR can increase customer satisfaction and improve contact center operations and KPIs greatly by decreasing user effort with digital interfaces. What is a chatbot?

Contact Center 52

Contact Center Chatbots Self Service Average Handle Time 52

Solvvy

JANUARY 7, 2020

How quickly do you expect a company to respond to a customer support request via social media? What types of support requests do you prefer to handle via self-service v. a guided service experience? Customer satisfaction: 85%. Do you expect an omnichannel support experience? Spy on Your Competitors.

Customer Expectations 48

Customer Expectations Self Service How To Average Handle Time 48

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. By automating as many tasks as possible, the technology leaves your agents free to offer empathy to the customer and make sure they feel heard. Take the definitive Agent Assist eBook with you.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

Playvox

JUNE 22, 2023

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. Are your customers happy? How are you tracking customer satisfaction and customer experiences? How do you know? ​​How

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52