ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Thank you MattsenKumar!).

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

MARCH 18, 2020

Even if you tell the customer how long the wait will be or offer to call the customer back (which does reduce friction—something customers appreciate), that’s still more time the customer has to deal with the problem. The idea of “first call resolution” with “one transfer” at most is not the norm.

First Call Resolution 102

First Call Resolution Customer Service Training Customer Service Representative Contact Center 102

ShepHyken

MARCH 18, 2020

Even if you tell the customer how long the wait will be or offer to call the customer back (which does reduce friction—something customers appreciate), that’s still more time the customer has to deal with the problem. The idea of “first call resolution” with “one transfer” at most is not the norm.

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

ShepHyken

MAY 11, 2022

It’s unrealistic to never make a customer hold, so at least invest in the technology that informs the customer about how long the wait will be with the option to have a call-back. . Get It Right the First Time: The goal is for the customer to call only once, as in first-call resolution.

First Call Resolution 73

First Call Resolution Customer Service Training Customers Tips 73