Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand. Head of CX With the addition of more channels, a CX leader’s job gets more complex.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Stella Connect

SEPTEMBER 29, 2017

Is your contact center training program producing the results you want? could negatively affect contact center performance. Contact Center micro-coaching can fix this common performance management struggle. Why Old-School Contact Center Training Falls Flat.

Contact Center 53

Contact Center Management Training Effort Score 53

Talkdesk

JANUARY 14, 2021

Customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES) are important KPIs, but because they do not directly translate to cost savings, these metrics often do not resonate with executives outside of their organization. Revenue generation Cost avoidance Cost savings.

Net Promoter Score 96

Net Promoter Score eBook Effort Score ROI 96

Stella Connect

SEPTEMBER 29, 2017

Is your contact center training program producing the results you want? could negatively affect contact center performance. Why Old-School Contact Center Training Falls Flat. The classic contact center training formula involves one manager instructing a group of many agents in a training room.

Contact Center 40

Contact Center Management Effort Score Training 40

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Keynote Presentations.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Interactions

MAY 6, 2021

In the past few years, contact center technology has reached a place where it is possible to have self-service that does understand intent and can deliver a conversational experience. The humans behind the scene, also called Intent Analysts, never communicate with the customers and only get triggered when AI has a low confidence score.

Self Service 62

Self Service Effort Score Contact Center eBook 62

Qualtrics

APRIL 17, 2021

Happy contact center agents mean happy customers. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward. To improve customer experience, contact center leaders need to first improve agent experience.

Customer Experience 49

Customer Experience Contact Center Average Handle Time Effort Score 49

Clarabridge

FEBRUARY 19, 2019

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. You can also listen for the words that customers use to express frustration and high effort while accomplishing a task.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 40

Responsetek

MAY 7, 2018

Let’s use an example of a contact center experience. and the customer effort required to resolve their issue (time on hold, time on call, etc.). Agent metrics require enough survey volume to yield a trusted score at the agent or team level to facilitate agent coaching. Download eBook. Post Call Survey: 3 Questions.

Survey 40

Survey Contact Center Effort Score eBook 40

Stella Connect

JUNE 28, 2018

The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control. It’s the call center culture (which doesn’t happen by accident). And the cycle starts anew.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Stella Connect

JUNE 28, 2018

The customer service organization would take on a life of its own, generating loyal customers and revenue with little effort. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control. It’s the call center culture (which doesn’t happen by accident). And the cycle starts anew.

Call Center 40

Call Center Contact Center Effort Score First Call Resolution 40

Qualtrics

APRIL 29, 2020

Brands around the world have found themselves having to ramp up their digital efforts seemingly overnight. Effort — how easy or difficult was it for the customer to achieve their goal? The second key ingredient is effort… how easy or difficult was it for your customer to complete their task? Instant Download.

How To 36

How To Effort Score Self Service Retail 36

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.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Playvox

FEBRUARY 1, 2024

As a contact center leader, there’s no question you’re at the heart of the conversation. In an omnichannel contact center , that may include email, text, chat, social, voice-based interactions, and more. Accurate analysis of customer sentiment takes thought and effort. Include all channels.

Contact Center 93

Contact Center Analysis Measurement Social Media 93

Clarabridge

OCTOBER 8, 2015

For example, a customer who calls the contact center is likely to have tried several means of self-support before picking up the phone. To pave the way for a promotion, make sure you’re efforts are contributing to that goal by helping the business understand the complete customer journey. Download our latest eBook.

Feedback 40

Feedback Net Promoter Score NPS Effort Score 40

Qualtrics

SEPTEMBER 23, 2019

Download eBook. Focus on the quick fixes and low-hanging fruit, and aim to show the value of the efforts. For example, one large communications firm embraced both the voice of the employee (VoE) and VoC and, as a result, saw its employee Net Promoter Score (eNPS) go up 60 points in one location. Show a faster closed loop.

Net Promoter Score 20

Net Promoter Score Effort Score Leadership eBook 20

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Comm100

MAY 13, 2020

Depending on the structure of your contact center, you might be used to routing queries based on several different factors. Robust reporting is necessary to tie omnichannel strategy, efforts, and results back to corporate goals. This blog post is a snippet from our eBook, Mastering Omnichannel CX. Enable custom routing.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

Comm100

DECEMBER 12, 2017

The loyal customers who are enthusiastic about your brand have been found to frequently complain in an effort to help you improve and are the most likely to recommend friends. The activities in this eBook can be great training materials to improve customer service or morale in your team. Convenience. Reliability. Respond in Real Time.

Training 105

Training Customer Experience Customer Journeys How To 105

Stella Connect

NOVEMBER 7, 2017

NPS® is a great metric to use for this purpose, since your score reflects the combined efforts of all your teams—marketing, operations, product development, training, web development, customer service, etc.—to Could these well-meaning efforts to improve your brand position or bottom line be costing you customers?

Data 40

Data Effort Score Contact Center Policies 40

Stella Connect

APRIL 17, 2018

These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Consider your agent’s point of view.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40