Stella Connect
SEPTEMBER 28, 2021
Ecommerce dominates the retail industry today as brands rely on digital channels to offer products and services to customers wherever they are. Brick-and-mortar stores still exist, but the retail customer experience largely takes place online rather than only in the confines of a physical location. Retail sales may exceed $4.44
CSM Magazine
JUNE 19, 2022
Research by Microsoft found that 58% of consumers simply switch companies when they have a poor customer service experience. trillion in consumer spending due to poor customer experiences. The same Harvard study found that consumers with high levels of satisfaction have a 74 percent chance of still being a customer one year later.
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CSM Magazine
JUNE 27, 2023
To date, Zenarate has delivered more than 16 million agent simulations in 15 languages to name-brand clients in financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.
Magellan Solutions
JULY 5, 2021
After customer service outsourced to the philippines , the first 90 days provided the following results: First Call Resolution (FCR) increased to 93%. 90% of calls answered within 10 seconds or less. Outsourced agents are able to resolve 93% of e-commerce customer support issues on first contact.
Magellan Solutions
APRIL 21, 2021
You can measure your abandonment by dividing the number of abandoned calls by the total number of calls. First Call Resolution. This measures the ability of agents to solve customer’s issue during the first call they make. The average first call resolution rate should be at 74%.
Call Experts
JULY 27, 2023
First Call Resolution (FCR) : Measures the percentage of customer issues resolved in the first contact. Service Level Agreement (SLA) Compliance : Measures the percentage of calls answered within a specified timeframe as well as hold time and total calls received.
Wootric CX Blog
JUNE 19, 2019
Another study indicates that 66 percent of consumers are willing to spend more money on top-notch customer service. The study also found that 55 percent of consumers abandoned a company after experiencing bad customer service. This leads to lower business expenses and lower prices for consumers.
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