Uniphore

DECEMBER 17, 2021

Scoring an “Ok” Satisfaction Rating Isn’t Enough. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

NobelBiz

APRIL 25, 2023

Implementing these tactics will save money and enhance customer satisfaction and overall business performance. Nonetheless, maintaining many channels is complicated, and developing a smooth customer journey is a significant problem. This not only lowers costs but also improves customer satisfaction.

Call Center 52

Call Center Contact Center Strategy Average Handle Time 52

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. This, in turn, aids in training agents, tailoring responses, and improving overall customer satisfaction.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Kustomer

AUGUST 15, 2022

Looking for a way to provide more meaningful responses, rooted in customer insights, The Farmer’s Dog cooked up several tried and true CX strategies. They saw reduced average handle time, an increase in the number of customer conversations had, and an overall more convenient customer experience.

Self Service 59

Self Service Customer Experience Omni-Channel CRM 59

Call Experts

JULY 27, 2023

And high expectations from their customers. According to Forbes , 70% of businesses believe that delivering excellent customer service is a top priority for their organization. In fact, 97% of customers report that customer service is a significant factor in their choice of loyalty and brand advocacy.

Call Center 52

Call Center Customer Service e-support Contact Center 52

NobelBiz

AUGUST 28, 2023

Uncovering the Contact Center Performance Enigma: The Harmonious Blend of Customer Delight and Agent Thrive In the ever-evolving landscape of contact centers, achieving peak performance transcends mere checklist completion. Happy agents, after all, are the bedrock of exceptional customer experiences.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

SurveySensum

APRIL 28, 2023

The Role of NPS in Customer Service Net Promoter Score (NPS) is a popular tool for measuring customer loyalty, but its effectiveness in customer service depends on how it’s used. NPS measures customer satisfaction and loyalty by asking customers – → ‘How likely are they to recommend your company to others?’

NPS 52

NPS Loyalty Measurement Customer Service 52

Pointillist

MARCH 1, 2019

You could learn, for example, that customers with billing problems move from website FAQs to voice call twice as fast as from chat to a voice call. This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

eGain Blogs

FEBRUARY 7, 2020

Based on the findings of the TSIA annual report on the state of knowledge management , this is what John Ragsdale, Distinguished Vice President at TSIA, says about the importance of knowledge management (KM). Average Handle Time (AHT). Average Speed to Answer (ASA). AVERAGE HANDLE TIME (AHT).

Call Center 52

Call Center Metrics Self Service Contact Center 52

Interactions

APRIL 17, 2019

If they weren’t focused on customer experience, what were they focused on? This translated to the goal of interacting with as many people as possible, in the shortest amount of time. Average Handling Time (AHT) was, and still is, one of the most important metrics used in contact centers.

Contact Center 54

Contact Center Measurement Self Service How To 54

Chattermill

JUNE 3, 2019

First developed in 2003 by Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived customers. Net Promoter Score (NPS) measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from 0-100, a higher rating is desirable.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Talkdesk

FEBRUARY 14, 2018

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue.

Contact Center 40

Contact Center Metrics Self Service Innovation 40

Clarabridge

SEPTEMBER 21, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort – focussing entirely on the more ‘visible’ touchpoints such as online, retail etc.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Pointillist

MARCH 1, 2019

You could learn, for example, that customers with billing problems move from website FAQs to voice call twice as fast as from chat to a voice call. This analysis reveals not only where the calls originate from but also where to target investments to get maximum ROI while keeping customer satisfaction unchanged.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40

Smith+co CX

SEPTEMBER 14, 2017

Why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?” This sort of thinking has to beg the question: why would any brand not include the contact centre in a CX program when the contact centre is almost invariably supporting every other touchpoint?

eBook 39

eBook Touchpoint Average Handle Time Insurance 39

NobelBiz

AUGUST 11, 2022

A CCaaS solution greatly simplifies the omnichannel aspect with: Real-time dashboards that can assist agents in determining which channels consumers are utilizing. Reports can be created to track performance across all of these channels. Your company’s reputation is on the line every time you interact with a customer.

Contact Center 52

Contact Center Call Center Multi-Channel Omni-Channel 52

Ecrion

JULY 17, 2019

With so many touchpoints along the customer journey – from initial sale to monthly invoices to product support – evaluating how your business is doing with respect to customer service can be daunting. Read on to learn about the most crucial customer service metrics that businesses across industries use to evaluate their success.

Metrics 55

Metrics Self Service Customer Service Call Center 55

Smith+co CX

SEPTEMBER 14, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort - focussing entirely on the more ‘visible’ touchpoints such as online, retail etc.

eBook 28

eBook Touchpoint Average Handle Time Insurance 28

Stella Connect

JUNE 25, 2018

If you don’t already have access to the data you need to inform improvement strategies, invest in software that collects the kind of granular customer intel that can be useful to your agents on the ground. Customer satisfaction is directly related to FCR. It’s Time to Tackle First Call Resolution. Measure CSAT frequently.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

If you don’t already have access to the data you need to inform improvement strategies, invest in software that collects the kind of granular customer intel that can be useful to your agents on the ground. Customer satisfaction is directly related to FCR. It’s Time to Tackle First Call Resolution. Measure CSAT frequently.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40