Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Oracle

OCTOBER 6, 2019

Are they just logging on for that first 10 minute, high-level thought leadership part, or are they staying with us through the Q&A? It’s easier for us to measure our success now that we’re in the cloud, because we have consistent metrics, and we have a consistent way to measure everybody. Copyright © 2019 Oracle.

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

West Monroe

JUNE 22, 2022

Alignment among executive leadership is one of the most critical components for successful service transformation. Based on these questions, your leadership team should have clear marching orders, be aligned on goals, and make decisions for investment. You can’t manage what you can’t measure. Average Handle Time.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

TechSee

OCTOBER 10, 2019

Network judgment climates emerge when contact center leadership fosters a culture of collaboration, allowing agents to make decisions based on group discussion and guidance. They build relationships with specific customers and are measured both on individual and team performance. Group effort.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

Magellan Solutions

AUGUST 1, 2021

Leadership. You should continually seek more tangible ways to measure progress. Big brands adapt different KPIs (or Key Performance Indicators) to help them make decisions, set strategic objectives, and evaluate business processes in real-time. Average Handle Time. Average Time in Queue.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

Natalie Petouhof

SEPTEMBER 12, 2018

If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Reduce Average Handle Time (AHT). Improve CSAT, NPS, customer lifetime value (CLV)….

Self Service 89

Self Service Customer Service Average Handle Time CRM 89