Average Handle Time Customer Service Customer Service Training Measurement 
ShepHyken
OCTOBER 1, 2023
Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. Here are my top five picks from last week. If so, read this article.
ShepHyken
AUGUST 25, 2021
I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. In the customer service world, “Love means never having to repeat your story!” .
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ShepHyken
JULY 11, 2022
Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Journey measurement, for example, can provide insights that allow companies to optimise the customer journey in real time.
Comm100
NOVEMBER 8, 2017
So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. Customer service can require a lot of it. Sometimes customers ramble on and take a while to get to the point.
ViiBE Blog
APRIL 8, 2021
The more options provided to the customer, the more the center can meet their needs. The diversity of different solutions still revolve around the same principles of customer service and call center experience. A tangible way to measure the quality of your call center experience is by using Key Performance Indicators (KPIs).
Stella Connect
MARCH 2, 2018
For growing companies with ambitious customer service goals and limited resources, staffing call center teams can be tricky. What’s the magic number of agents you need for a team just big enough to meet demand and serve customers well? The Erlang C Formula: Balancing Customer Service Goals with Call Center Costs.
Stella Connect
JUNE 25, 2018
First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Equip Your Customer Service Team.
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