CSM Magazine

MAY 6, 2019

As a successful business, you probably put a lot of effort into improving your customer service. In fact, 81 percent of Americans report that they are either satisfied with customer service or the service exceeds their expectations. That is your call center experience. Add a Personal Touch.

Tips 40

Tips Customer Service Multi-Channel Call Center 40

Clarabridge

APRIL 11, 2017

We wanted to see where their expectations and experiences lined up when it comes to customer service calls. No surprises here—the customers and agents don’t typically see eye to eye. Dissatisfaction levels are at an all-time high when it comes to contact center calls. Agents are overextended.

Contact Center 77

Contact Center Call Center Call Center Experience Report 77

Talkdesk

AUGUST 23, 2016

With millions of stranded travelers seeking resolutions, each company’s customer service line wait times surged, resulting in even greater customer frustration. A company’s call center becomes the front line to respond to an influx of calls from customers in need.

System 40

System Abandon Rate Call Center Wait Times 40

Interactions

JANUARY 23, 2019

Many customers try to navigate the convoluted call tree where still others will simply hammer the “0” key on their phone, hoping to be transferred directly to a customer service representative. Needless to say, this makes it difficult for CSPs to retain agents as well as customers.

Wireless 48

Wireless Self Service Call Center System 48

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. Give your customer a real persona by building a character for your customer.

Call Center 52

Call Center Customer Service How To Net Promoter Score 52

CSM Magazine

JUNE 27, 2022

Many businesses fail to realize that a customer’s experience will always trump your products’ quality, affordability, and convenience. If someone reaches out to a customer service rep and isn’t treated correctly, they won’t hesitate to sever ties. Use Personas To Further Understand Every Customer.

Customer Experience 52

Customer Experience Social Media Customer Service Representative Call Center 52