Call Center Customer Care Customer Service eBook 
Playvox
JUNE 22, 2023
Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Are your customers happy?
BlueOcean
OCTOBER 6, 2020
What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. This is what relevant service level metrics look like in today’s customer care center.
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BlueOcean
FEBRUARY 7, 2019
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Fighting the Cost Center Mindset. Need a hand?
Inbenta
NOVEMBER 9, 2021
Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Free ebook: Automating Customer Service—A Complete Guide.
C3Centricity
MARCH 31, 2020
How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. Last May I replaced the European maps by my American ones as I was visiting Florida that month.
ShepHyken
DECEMBER 5, 2022
Each week, I read many customer service and customer experience articles from various resources. Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. Those three factors are why customers are frustrated with the customer support experience.
Comm100
DECEMBER 19, 2017
Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.
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