BlueOcean

OCTOBER 6, 2020

Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? How do those NPS and CSAT scores look?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Natalie Petouhof

SEPTEMBER 12, 2018

List the strategic metrics you are measured on every day and then think about how AI can help you to: Reduce call volume (call deflection via satisfying self-service). Reduce Average Handle Time (AHT). Improve CSAT, NPS, customer lifetime value (CLV)…. Faster time-to-value.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

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. For example, a company’s focus on Average Handling Time (AHT) can be a significant barrier to contact center collaboration. Group effort.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

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. Alignment among executive leadership is one of the most critical components for successful service transformation.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

Playvox

JANUARY 24, 2022

For these, customers expect and appreciate well designed self-service options, with the option of shifting to live service if needed. This requires going beyond traditional contact center metrics such as service level, average time to answer, and average handle time. Take the first step.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Oracle

OCTOBER 6, 2019

How many people are getting through the self-service funnel? There’s so many, I can’t even begin to list how many there are, but when I think about what it is that really comes down to a KPI, it’s what connection has happened across self- service. We look really closely at that.

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Thought Leadership Blogs and Label. This is why we launched our unique human-focused thought leadership content to cut through the clutter of vague social tips and misguided strategies. Additional Label Tips.

Leadership 52

Leadership Net Promoter Score NPS Loyalty 52