NICE inContact

AUGUST 9, 2018

That’s why we recommend building a strategy around tracking, and improving upon, the top 3 customer service metrics: CSAT, NPS®, and CES. What is Customer Satisfaction (CSAT)? You can learn more by downloading NICE Satmetrix’s ebook on The ROI of NPS.). Bain and Company, Inc., and Fred Reichheld.

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Playvox

JULY 14, 2023

The quality of customer service and support can also have an impact on the productivity of a contact center. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.

Contact Center 74

Contact Center Measurement Call Center How To 74

Playvox

FEBRUARY 13, 2023

Purchases are influenced by more than just customer experience quality — budget and other priorities are important factors that are out of your agents’ control. But your service center can’t afford to tip the scales in the other direction. Don’t forget that bad experiences cost businesses an average of 9.5% of revenue.

Contact Center 78

Contact Center How To Multi-Channel eBook 78

NobelBiz

SEPTEMBER 15, 2021

They also surveyed the organizations on call volumes, average handle times, customer satisfaction, and companies’ plans to implement permanent work-from-home procedures in the near future. It’s clear that customer experience needs to be the catalyst that enables a productive remote contact center moving forward.

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

NobelBiz

MAY 16, 2023

Hosted contact centers are the wings that enable businesses to soar and reach new heights of customer satisfaction, with the cloud as their limitless sky. Christian Montes – Executive Vice President Client Operations What is a Hosted Contact Center?

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

NobelBiz

MAY 16, 2023

Hosted contact centers are the wings that enable businesses to soar and reach new heights of customer satisfaction, with the cloud as their limitless sky. Christian Montes – Executive Vice President Client Operations What is a Hosted Contact Center?

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Playvox

APRIL 21, 2023

Then set up a way to conduct quality analysis on those interactions to ensure you are delivering on your committed customer expectations. Contact center software driven by artificial intelligence (AI) can help by putting an end to spreadsheets and manual processes, easing the burden on your workforce management team.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95