Bold360

MAY 14, 2020

I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. We want to have them work on harder problems and spending more time talking to customers, not reducing average handle time.” Subscribe via iTunes , Spotify and more. Nate Brown.

Contact Center 52

Contact Center Leadership Customer Journeys Customer Experience 52

Team HGS

FEBRUARY 13, 2018

With our clearcut mission that optimized CX is essential, Poll Two advanced to measurement, and “What is the metric you would use to measure the success of our customer experience program?” Q1: If AHT isn’t the most important metric, what metrics and reporting do you suggest we focus on? You want to share key metrics.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Kustomer

SEPTEMBER 3, 2020

Or our wait time, or maybe it’s different metrics that people have. What is the right customer KPI in each of these different touch points doing your initial journey map as a hypothesis map. And then you build up your voice of customer engine. Stage two, voice of customer engine.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40