ClientSuccess

AUGUST 3, 2022

What is a First Contact Resolution Rate? Traditionally used more in call centers and on support teams, First Contact Resolution Rate measures the overall percentage of customer questions that are resolved (aka answered or solved) during that initial customer interaction. appeared first on ClientSuccess.

eBook 79

eBook Metrics Call Center NPS 79

ShepHyken

DECEMBER 20, 2019

Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line. Further, you may speak negatively about your experiences with other people. Further, you may speak negatively about your experiences with other people. If a resolution cannot be met, why?

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

NICE inContact

OCTOBER 3, 2017

Our same study showed that customers put a lot of weight on first-time resolution of those issues. So while you should still invest effort in avoiding mistakes, you should spend equal effort in defining and reinforcing your issue resolution processes. That’s a lot of issues! One such example was with a major online retailer.

Loyalty 150

Loyalty Self Service Apparel Contact Center 150

NICE inContact

MAY 8, 2019

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. Happy customers make for happy agents — and contact centres that are dialled into great CX see higher rates of engagement, retention, and productivity. What’s the Industry-Leading Contact Centre Solution?

Advertising 158

Advertising Customer Centricity Customer Retention Consumers 158

NICE inContact

OCTOBER 3, 2017

Our same study showed that customers put a lot of weight on first-time resolution of those issues. So while you should still invest effort in avoiding mistakes, you should spend equal effort in defining and reinforcing your issue resolution processes. That’s a lot of issues! One such example was with a major online retailer.

Loyalty 122

Loyalty Self Service Apparel Contact Center 122

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” With this in mind, here are some other factors you may wish to consider: Ensure your menus can easily be used on small screens. Convenience is Key.

Ecommerce 119

Ecommerce Customer Experience How To Customers 119

ShepHyken

DECEMBER 13, 2019

Get it wrong and, at best, you are in for a tortuous journey with an uncertain outcome – you may even be forced to restart the process at twice the cost. You may need to figure out who are the main blockers and choose a project close to their hearts. Good suppliers deliver on their promises, on time and within budget.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers.

Trends 78

Trends Contact Center Consumers Technology 78

Lumoa

APRIL 21, 2022

Reduced churn New opportunities Satisfied customers Bigger communities Less complaints More references Understand other’s preferences “Response time” “First call resolution” Are these really insightful Or just noise pollution? What will your answer be? I can almost picture the scene. Do I have a mandate?” Your CEO self is happy now).

How To 208

How To Self Service Banking Customer Satisfaction 208

NICE inContact

JULY 12, 2019

Hard numbers are important to the C-suite, and for good reason. NICE inContact customers have reported: 61% sale conversion rate 70% reduced resolution time 90% higher CSAT 300% scaled operations with no additional headcount. As complex as it might seem, the process doesn’t have to be painful. 1) Problem: Convincing the C-suite.

Customer Service 136

Customer Service Net Promoter Score Call Center How To 136

GetFeedback

AUGUST 16, 2018

You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. Your overall Net Promoter Score is a good indicator of overall customer satisfaction and advocacy. How good at they at solving issues? How do you measure it? Why is NPS important?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Let’s start with a review the classifications of the metrics, as well as common items in each classification in this first of the series. First Call Resolution (FCR).

Customer Experience 137

Customer Experience Effort Score Net Promoter Score Contact Center 137

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Let’s start with a review the classifications of the metrics, as well as common items in each classification in this first of the series. First Call Resolution (FCR).

Customer Experience 136

Customer Experience Effort Score Net Promoter Score Contact Center 136

Comm100

MAY 10, 2018

You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. This may not be the fuzzy sort of care that companies and agents hope for from their customers. Complaining Customers Care.

Customers 206

Customers eBook Policies Customer Service Training 206

NICE inContact

SEPTEMBER 13, 2016

“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. We like this phrase for lots of reasons – here’s three of them.

Self Service 203

Self Service Customer Service Contact Center Omni-Channel 203

NICE inContact

OCTOBER 5, 2017

I am offering up a blog series on the definition of these terms, the benefits and risks of each, and recommendations on which measures to use for your desired outcomes. Let’s start with a review the classifications of the metrics, as well as common items in each classification in this first of the series. First Call Resolution (FCR).

Customer Experience 122

Customer Experience Effort Score Net Promoter Score Contact Center 122

Beyond Philosophy

DECEMBER 22, 2022

Many of you are no doubt considering your New Year’s Resolutions. Unfortunately, like many of you, I have made and broken many New Year’s resolutions. A typical New Year’s resolution is to lose weight. New Year’s Resolutions Often Require Changing Habits. You have probably done this more than once.

System 78

System Consulting Examples Management 78

Beyond Philosophy

OCTOBER 13, 2022

Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse. Hannesson says contact centers can have what feels a bit adversarial to their setup.

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

BirdEye

JANUARY 25, 2023

In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation. For example, there’s the good-to-bad review ratio , where it’s estimated it will take 40 positive reviews to negate the impact of one negative review. Be prompt 2. Be professional in your response 3.

Feedback 98

Feedback Customer Satisfaction Brands Management 98

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased. Intelligent Contact Routing to Self-Service.

Self Service 78

Self Service Contact Center Customer Experience Chatbots 78

UJET

FEBRUARY 24, 2020

Customer support agents who are knowledgeable about products, processes, or systems can help customers achieve first contact resolution. Through data-driven reporting and Workforce Optimization solutions, you can find agents who would be good candidates. Curate Specialized Agents Internally.

Strategy 101

Strategy Communication Wait Times Customers 101

BlueOcean

SEPTEMBER 14, 2016

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support. That’s why we’ve put together a checklist of live chat best practices. Ask Questions.

Multi-Channel 120

Multi-Channel Contact Center Knowledge Base Customer Journeys 120

Uniphore

SEPTEMBER 30, 2021

And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition. Moreover, it’s crucial to recognize your contact center agents in the right way.

How To 100

How To Call Center Contact Center Feedback 100

Team Support

AUGUST 3, 2020

“Due to increased call volume, hold times may be longer than usual.” This blog series will explore several tools that can help your customers solve issues on their own and speed the time to resolution, and ways to help them feel more comfortable doing so. How many times have we heard that when calling a customer support line?

B2B 64

B2B Self Service e-support Abandon Rate 64

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. If buy-in were enough to create change, then New Year’s Resolutions would have a 100% success rate. If they don’t understand the ROI, you may need a better CX business case.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

BlueOcean

OCTOBER 31, 2016

We don’t want to ruin your good mood, but humor us for a moment and think back to a time when a company made you angry. Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang up the phone feeling even more irritated. Not all angry customers are alike.

Customer Experience 120

Customer Experience Customer Centricity First Call Resolution Customers 120

Team Support

MARCH 10, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. For example, MachMotion’s standard is to first respond to a ticket within four hours.

B2B 98

B2B Report Trends Customer Success 98

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. For a well-known brand striving to maintain high customer satisfaction, issue resolution and quality assurance should be the primary focus. Even utilization may be out of an agent’s hands.

Metrics 73

Metrics Average Handle Time Guidelines Measurement 73

GlowTouch

DECEMBER 12, 2022

We have talked about how the merging of humans and machines can have a positive impact on the overall user experience: Improved first-contact resolution. More recently, we have been looking at that and at other potential uses of AI within the contact center setting. Happy customers tend to spend more.

Self Service 52

Self Service Contact Center Multi-Channel Knowledge Base 52

GetFeedback

JULY 19, 2019

This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Surveys may be collected in several ways, and they may measure different things.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Kustomer

OCTOBER 1, 2022

In this blog we’ll answer this question, discuss how brands handle email within their overall customer service strategy, and outline what customers still expect from email. It’s important to get ahead of those customer-initiated emails by implementing proactive customer service first. Explain what may have gone wrong.

Customer Service 97

Customer Service Software Customers Communication 97

BlueOcean

MARCH 28, 2017

Some of our most popular blog posts are the ones that help potential clients navigate their way through the procurement process for contact center services – especially content that looks at what questions to ask potential vendors. If their strengths offset your weaknesses and vice versa, you should be in good shape.

Contact Center 120

Contact Center Call Center Training Report 120

Comm100

APRIL 27, 2020

For contact centers with hundreds or even thousands of employees, equipping every agent to handle queries from all channels might not be the best way to implement an omnichannel approach; it commands a broader agent skillset and more training to handle every channel’s unique requirements. Which customer is contacting you?

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

SurveySensum

SEPTEMBER 14, 2023

And that’s what we’re going to explore in this blog. 5) HelpStack Multi-Channel Support In-App Knowledge Base Customizable Widgets Contact their team Contact their team 3.9 (5) 5) SurveySeparrow User-Friendly Surveys Seamless Integration Extensive Customization Both Contact their team 4.4 (5) With IN-APP SURVEYS.

Tools 52

Tools Feedback Multi-Channel Social Media 52

ModSquad

APRIL 13, 2021

If you read the “About Us” page on a company website, you may see text about “providing great customer service” or “service excellence.” With this in mind, here are some other factors you may wish to consider: Ensure your menus can easily be used on small screens. Convenience is Key.

Ecommerce 52

Ecommerce Customer Experience How To Customers 52

ProProfs Chat

JANUARY 7, 2020

Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . But if you are a proactive company, you will keep asking the questions, “ What is good customer service? ”. In fact, they want immediate resolution of their concerns too. Fast forward to 2020. And rightfully so. .

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

SurveySparrow

JANUARY 19, 2023

The impact of a simple ‘thank you for contacting us’ page. 3 Components Of A ‘Thank You For Contacting Us’ Page Typically, a ‘thank you for contacting us’ page comes at the very last of a feedback form or landing page. It must’ve not felt good. First of all, thank you for contacting us. It works just fine.

ROI 52

ROI eBook Feedback Survey 52