NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Customer Satisfaction (CSAT). Net Promoter Score (NPS).

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

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Contact Center Culture Self Service Average Handle Time 117

The DiJulius Group

JANUARY 8, 2024

Cleveland, OH-based KeyBank has earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference. Past winners include Starbucks, Chick-fil-A and NewDay USA.

NPS 80

NPS Contact Center Conference Culture 80

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution.

Contact Center 122

Contact Center Tips Management Gamification 122

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores.

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Contact Center Report Gamification NPS 83

Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

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Contact Center Measurement Call Center How To 74

NobelBiz

FEBRUARY 15, 2023

Your contact center has a vested interest in making the customer experience as smooth as possible. After all, customers want their interactions with your agents to be smooth and without friction. A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES).

Effort Score 52

Effort Score Contact Center Net Promoter Score Self Service 52

NobelBiz

DECEMBER 1, 2020

It is on this simple question that contact centers rely on to measure their customers' satisfaction. Hence the key role of the NPS Score. The post NPS, A Key Element of Customer Service Excellence appeared first on NobelBiz®. "Would you recommend this brand to anyone? "

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NPS Customer Service Contact Center Customer Satisfaction 69

NobelBiz

FEBRUARY 21, 2023

Your contact center has a vested interest in making the customer experience as smooth as possible. After all, customers want their interactions with your agents to be smooth and without friction. A key performance indicator (KPI) and strategic metric for any business is the Customer Effort Score (CES).

Effort Score 52

Effort Score Contact Center Net Promoter Score Self Service 52

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

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Contact Center Measurement Customer Experience Net Promoter Score 88

InMoment XI

DECEMBER 7, 2023

Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

BlueOcean

JULY 8, 2020

In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. Read on for more insight on what’s trending in customer service. Every customer service interaction is an opportunity to deliver this connection point.

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Trends Customer Service Contact Center Metrics 156

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

NobelBiz

FEBRUARY 14, 2023

CRM strategies involve using technology to store and analyze customer data and automate and streamline sales and marketing processes. In a contact center, facilitate managing the large volume of daily customer interactions by using essential CRM strategies. This can lead to increased customer loyalty and repeat business.

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Contact Center CRM Measurement Strategy 52

Playvox

APRIL 5, 2022

Most companies aspire to excellence in customer experience (CX). But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? What is a High Performance Contact Center?

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Contact Center Net Promoter Score Effort Score Metrics 77

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

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Contact Center Virtual Agent Net Promoter Score Self Service 120

eGain Blogs

SEPTEMBER 6, 2021

Not a single company offered “excellent customer service,” the index dropped, or it barely moved, or it only millimetered up (attempted humor that also reflects reality!). In fact, the more digital channels companies added, the more their NPS dove. SurveyMonkey-eGain. Dimensional Research. We look forward to the chat!

Contact Center 72

Contact Center Self Service Management NPS 72

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition.

Contact Center 52

Contact Center Call Center Management Gamification 52

TechSee

SEPTEMBER 4, 2018

With days filled with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that some agents will experience burnout. In fact, the average annual turnover rate for agents in US contact centers is 29%, with an average agent lifespan of less than 3.5 The contact center is understaffed!

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Contact Center NPS Innovation Analytics 84

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality.

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Self Service Technology Customer Service Contact Center 117

NobelBiz

FEBRUARY 27, 2023

In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. In this article, we will elaborate on the key elements that underlie the success of contact centers.

Contact Center 52

Contact Center Self Service Wait Times Metrics 52

Comm100

AUGUST 20, 2019

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able to pick out various aspects of the customer experience, which could be improved, turning these thoughts into a successful process which guarantees results is often trickier.

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Contact Center Tips Customer Experience Culture 100

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. The Rise of Visual.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. Improve AHT with a customized blend of KPIs. The post Improve AHT: here’s how top contact center decision makers do it appeared first on TechSee.

Contact Center 95

Contact Center Average Handle Time Self Service Net Promoter Score 95

BlueOcean

MAY 16, 2017

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers.

Contact Center 136

Contact Center Call Center Government Culture 136

NobelBiz

MAY 2, 2022

Call routing lets you make sure that every customer gets their questions answered quickly and efficiently, while also making it more likely that they’ll return to your company in the future. Call routing is an effective approach for improving customer service efficiency.

Contact Center 52

Contact Center Strategy Call Center Wait Times 52

ViiBE Blog

AUGUST 11, 2021

The best contact center software for your needs. Call Center , CRM , Customer experience. Contact centers vary widely to suit the needs of a wide range of businesses. A customer-facing company and business-to-business (B2B) sales will have different needs from a contact center.

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Contact Center Software Contact Center Software Call Center 52

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. How to measure Your Contact Center’s NPS?

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Lumoa

FEBRUARY 7, 2023

A customer mentions during a service call that they’ve had trouble finding the new permissions settings in their account dashboard. While canceling their account, a customer indicates that “customer service” was the main reason they are leaving. Customize your brand to better align with your customers’ needs.

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Analysis Data How To Customer Centricity 423

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Author: Pauline Ashenden - Marketing Manager The last 25 years have seen the rise of contact centers, both within organizations and in the public mind. Published on: April 25, 2019.

Contact Center 75

Contact Center Self Service Net Promoter Score First Call Resolution 75

Stella Connect

OCTOBER 14, 2021

Over my career, I have run and visited many contact centers. They are such a great source of information on the customer experience the organization is providing. Empathy is what makes a contact center experience fantastic, the kind that leads to good reviews, high Net Promoter Scores (NPS), and return business.

Contact Center 52

Contact Center Net Promoter Score Effort Score NPS 52

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Fighting the Cost Center Mindset.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

eGain Blogs

JUNE 1, 2021

Moreover, traditional training and onboarding programs have been disrupted across all functions, customer service included. Moreover, when COVID broke out, many companies deployed staff from outside the customer service organization to stem the tide of customer service calls. Supervisors. KEY FEATURES.

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52

NICE inContact

JULY 12, 2019

We’ve come a long way since the invention of social media, and today the advantages of digital customer service integration are crystal clear. Here’s our list of the biggest headaches of digital customer service integration and how to avoid them. Solution: Research the monetary benefits of great digital customer service.

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Customer Service Net Promoter Score Call Center How To 136

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Check it out!

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Call Center Self Service Social Media Contact Center 219