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

Andrew A: Average Handle Time is a great leading indicator for your business. The contact center is the focal point of not just providing experience but also listening to the customer and getting some of that voice of customer feedback and using those analytics to inform the rest of the business.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Kustomer

SEPTEMBER 3, 2020

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. Are we positioned to listen to our customers?

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