CSM Magazine

SEPTEMBER 8, 2023

This is particularly worrying, considering agent KPIs are forensically measured and metrics such as Customer Satisfaction and Average Handling Time are easily affected by loud noises — whether these come from the customer’s or the agent’s side.

Brands 59

Brands Average Handle Time Call Recording Software 59

RapportBoost

DECEMBER 2, 2018

December 3, 2018 – RapportBoost , the leading chat analytics provider for contact centers and brands that leverage chat for sales, took the bronze award in the 2018 Best in Biz’s “Most Innovative Product – Enterprise” category. is the leading chat analytics platform brands use to boost sales and engage customers. RapportBoost.AI

Innovation 40

Innovation Average Handle Time Contact Center Customer Satisfaction 40

CSM Magazine

DECEMBER 8, 2022

A customer experience strategy is a plan of action to improve the overall customer experience at every touch point in the customer journey, pre and post-sales. While setting goals, ensure they are measurable, attainable, and time-bound. Measure your CX metrics. What is a customer experience strategy, and why is it important?

Self Service 52

Self Service Net Promoter Score Strategy Effort Score 52

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

CSM Magazine

JANUARY 25, 2022

Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Creating a shared vision for CX and EX across the organisation.

Average Handle Time 52

Average Handle Time Roadmap Interaction Technology 52

CSM Magazine

OCTOBER 15, 2018

Real effectiveness is about providing agents with the right environment to give customers what they really want (fast, accurate answers to their problems first time around) while maximizing resources as cost-effectively as possible. Metrics that matter. Most make the mistake of developing a set of metrics that focus.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

CSM Magazine

APRIL 5, 2018

Moving your CC team to video chat gives you the metrics you need to convince management of the value. Tuning your contact centre for high volume per operator and low average call duration will result in agents that behave like Bots. Incorporate co-browse and screen-share technology into your phone based contact centres.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40