BlueOcean

OCTOBER 6, 2020

Is There Still Cultural Alignment? Cultures evolve, that much is clear. As these cornerstones of a business transform themselves, the company’s culture may follow suit. Is communication still going strong and do you feel comfortable in those interactions? Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

ClientSuccess

FEBRUARY 22, 2023

Customer support success is typically measured by the response time, first-call resolution rate, and customer satisfaction scores. Customer support agents are trained to identify and diagnose customer problems and then provide solutions or workarounds to resolve them.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

Stella Connect

JUNE 28, 2018

The Root Causes of Call Center Attrition. It’s the call center culture (which doesn’t happen by accident). In a high-attrition culture, agents feel like cogs in the machine—disposable and easily replaceable. Starting today, you can begin building a culture that makes your agents feel capable, plugged in, and valued.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

The Root Causes of Call Center Attrition. It’s the call center culture (which doesn’t happen by accident). In a high-attrition culture, agents feel like cogs in the machine—disposable and easily replaceable. Starting today, you can begin building a culture that makes your agents feel capable, plugged in, and valued.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Responsetek

MAY 8, 2018

Communication with vital departments involved in the process ensured that every department was on the same page and knew what had to happen to fix the issues. An example of this customisation can be seen using first-call resolution (FCR). Download eBook. Industry Story – Front Line Engagement.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Pointillist

JULY 25, 2018

Operational Metrics: First Call Resolution (FCR). Call Support Center. Interactions initiated by your company to communicate with a customer, e.g. Email Sent. Outbound Sales Call. This integration goes far beyond technology and data and involves your people and culture. Customer Effort Score(CES).

Customer Journeys 93

Customer Journeys Analytics How To Metrics 93

Stella Connect

JANUARY 25, 2018

We describe how the process works in our recent eBook, “ Doing Contact Center QA the Right Way.”). The report also identifies several best practices that distinguish omnichannel leaders: stronger supply chain partnerships, cultural alignment, and greater brand awareness across all channels.

Self Service 40

Self Service Trends Customer Service Contact Center 40