BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. The same is true for first call resolution and average handle times.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Kustomer

SEPTEMBER 19, 2022

Conversational automation is crucial to great customer support. An effective customer service chatbot can communicate with customers and answer important questions, streamlining the customer support process. Furthermore, consumers are increasingly expecting chatbots to be a part of your customer support strategy.

Customer Service 98

Customer Service Average Handle Time Chatbots Self Service 98

CSM Magazine

DECEMBER 8, 2022

In today’s business world, about 89% of businesses compete solely based on customer experience (CX). Building a solid customer experience strategy to attract new customers and retain existing ones is even more crucial for business success now. But building your CX strategy from scratch can be a daunting task.

Self Service 52

Self Service Net Promoter Score Strategy Effort Score 52

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Imagine that!)

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

Myra Golden

APRIL 11, 2023

With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. In Do More with Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential , you will learn three effective strategies to maximize the potential of your contact center.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Myra Golden

FEBRUARY 4, 2023

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. But if your customers don’t feel you get it, it will be harder for you to manage the call.

Contact Center 52

Contact Center Average Handle Time Strategy Healthcare 52

TechSee

JANUARY 24, 2023

By systematically and visually leading a caller through a series of steps, the service team can reduce costs by cutting the AHT spent on calls and increasing the number of customers they serve. This performance improvement is especially valuable when asking customers to perform complex tasks that extend the time of the call.

Engagement 109

Engagement Average Handle Time Call Center First Call Resolution 109

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Companies now have to invest in data, technology, and omnichannel communication to supplement the lack of contact in the voice strategy. The days of just loading up a list and cold-calling people are gone.

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. But forming a competitive strategy doesn’t need to be complex or require Ivy League consultants. Average Handle Time.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

Think Customers

AUGUST 18, 2021

How do we make interactions ‘effortless’ for customers? The modern retail customer craves personalization, seamless conversations, and communication at every point in the journey. Meeting these challenges while reducing cost to serve will require a digital-first, customer-centric approach. Tap into the power of remote work.

Retail 52

Retail Strategy Self Service Average Handle Time 52

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. The research revealed that 88% of customers agreed with this statement and that 43% of them still prefer non-digital channels.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies. What are the most common customer complaints or issues?

Customer Service 52

Customer Service Net Promoter Score Self Service Average Handle Time 52

VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. Genesys Cloud is a powerful platform that can help you improve customer experience, increase efficiency, and reduce costs. You can rest assured that your customer data is safe and secure.

Contact Center 52

Contact Center Strategy Roadmap System 52

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? At its core, contact center reporting is the systematic process of capturing, analyzing, and leveraging data from every customer interaction across various channels.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

CSM Magazine

SEPTEMBER 8, 2023

Not only is this a frustrating waste of time for you (the customer), it can also heavily affect a brand’s reputation. In fact, recent research shows that 69% of agents reference background noise around them or customers as a key component of declining mental wellbeing.

Brands 59

Brands Average Handle Time Call Recording Software 59

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. Even the best contact center agents will experience lower-than-average performance when supporting a new product.

Contact Center 124

Contact Center Average Handle Time Training Video 124

Magellan Solutions

JULY 11, 2023

In today’s competitive business landscape, excellent customer experiences are crucial for small and medium enterprises (SMEs) to succeed. Embracing customer experience outsourcing strategies is a game-changer for maximizing customer engagement. SMEs must prioritize customer satisfaction and loyalty to have an edge.

Customer Experience 75

Customer Experience Customer Journeys Net Promoter Score e-support 75

Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Uniphore and Tech Mahindra have joined together to transform customer services and to ensure that every customer has a voice. Uniphore and Tech Mahindra Partnership.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

NobelBiz

FEBRUARY 22, 2023

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred.

Call Center 52

Call Center Tools Strategy Contact Center 52

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. But, how is the Average Handling Time (AHT) calculated? What is the Average Handling Time (AHT) for Contact Centers?

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? As consumers, we encounter AI in many forms and most notably whenever we need to call a customer support line for information or to resolve an issue.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. 1) Be personal. 2) Be responsive.

Connections 149

Connections Tips Social Media Multi-Channel 149

TechSee

OCTOBER 19, 2021

(Don’t) Return to Sender: Strategies & Tactics to Minimize or Reduce Returns. Over the years, critical stakeholders in the reverse logistics process have developed various strategies and tactics to minimize, avoid, or reduce returns. Restocking Fees. Restocking Fees. This video says it all: Better Instruction Manuals.

How To 124

How To e-support Self Service Retail 124

Kustomer

AUGUST 15, 2022

Customer demands and competition from other brands are increasing every day. Because of the overwhelming number of alternatives available to them, modern customers are not shying away from demanding excellent customer service. A poor or inconvenient customer experience will have them taking their business elsewhere.

Self Service 59

Self Service Customer Experience Omni-Channel CRM 59

NobelBiz

OCTOBER 18, 2021

Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center efficiency loss has already occurred.

Call Center 52

Call Center Tools Strategy Contact Center 52

Innovative CX

AUGUST 10, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Call Experts

SEPTEMBER 15, 2022

A 24-hour customer service number can be a great asset to any business. It gives customers the confidence and support to call at any time and address their issues promptly and professionally. Today, customer service is a necessity for any business. In this article, we will dive into customer service. Did you know?

Customer Service 52

Customer Service Average Handle Time Customer Retention Self Service 52

Magellan Solutions

JULY 5, 2021

Here are the list of businesses that outsource customer service Philippines and reap exceptional value. Outsource customer service Philippines caters to businesses worldwide from industry players to SMEs and startups. Customer support outsourcing in the country is among the top services offered by its BPO industry.

Omni-Channel 52

Omni-Channel Customer Service Average Handle Time e-support 52

Kustomer

OCTOBER 28, 2020

“Containment rate” (the percentage of total conversations fully handled by the bot), or its alternative name, “deflection rate”, is a key metric to track when trying to figure out how well your bot is performing. Customer satisfaction is also important. Often it’s the mental model in our heads for intelligent customer service.

Chatbots 52

Chatbots Average Handle Time Tips Customer Satisfaction 52

Kustomer

OCTOBER 28, 2020

“Containment rate” (the percentage of total conversations fully handled by the bot), or its alternative name, “deflection rate”, is a key metric to track when trying to figure out how well your bot is performing. Customer satisfaction is also important. Often it’s the mental model in our heads for intelligent customer service.

Chatbots 52

Chatbots Average Handle Time Tips Customer Satisfaction 52

Eptica

JANUARY 9, 2019

3 ways to deliver real value from VoC insight Voice of the Customer (VoC) was a major focus for Eptica in 2018, with the successful launch of vecko, our customer insight solution. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick?

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

Solvvy

FEBRUARY 5, 2020

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? Go all in on great customer service, and, instead of fending off angry tweets, you’ll win the Internet with rave reviews and customer support stories going viral for all the right reasons.

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64