BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

DECEMBER 22, 2015

And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, knowledge bases, or simply Googling a problem and solution. With customer service channels in constant movement, what will be the impact on the phone channel? Read more > 2.

Self Service 120

Self Service Contact Center Comparison Call Center 120

BlueOcean

MAY 16, 2017

We all have that image in our heads of the stereotypical call center where there’s been no investment in the agent experience and all the energy goes into keeping overhead low. These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value.

Contact Center 136

Contact Center Call Center Government Culture 136

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. Are their values still clearly aligned with your brand?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Bold360

APRIL 15, 2021

FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). For instance, at a time of crisis, policies and procedures change rapidly, causing call center volumes to spike through the roof.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

NobelBiz

FEBRUARY 15, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

NobelBiz

FEBRUARY 21, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52