Uniphore

JUNE 10, 2021

.‡ Given agents’ historically high attrition rate—and its impact on call center budgets—the benefit of engaged, in-person coaching translates to significant cost savings. Learn how to rescue the modern contact center with an Agent Assist that’s powered by AI and RPA. Download the eBook. Intro to Call Center Life.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Responsetek

MAY 7, 2018

The attitude of your Contact Center Agents can have a substantial impact on NPS. Since Net Promoter Score (NPS) first hit the press back in 2003, there has been an ongoing debate about how much customer service agents can truly influence key metrics such as NPS. Download eBook. Did you know?

NPS 40

NPS Net Promoter Score Contact Center eBook 40

Lithium

AUGUST 12, 2021

In our new ebook, From team to COE: Why CX teams struggle , and how to fix it , we provide actionable steps for how CX leaders can overcome the top three internal obstacles to create a unified view of the customer, drive cross-departmental action and connect CX program outcomes to ROI. But those metrics mean nothing to the C-suite.

Average Handle Time 52

Average Handle Time How To eBook Contact Center 52

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. Remote and hybrid work are no longer hard-to-find benefits in customer support centers. But does it have to?

Contact Center 69

Contact Center Metrics Study eBook 69

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. There are three primary areas to measure to demonstrate how CX drives business results: .

Net Promoter Score 96

Net Promoter Score eBook Effort Score ROI 96

ShepHyken

SEPTEMBER 14, 2020

There is some information about NPS (Net Promoter Score) that could make for an interesting discussion (debate), and I also appreciate how the author gave us reasons that generate criticism from customers beyond frustration. Call Centers Are Out Experience Centers Are In by NobelBiz. Imagine that!

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

Stella Connect

AUGUST 16, 2017

Whether brands collect corporate-level, NPS®-type data, or their customer service reps add data to the CRM, sifting through data to identify contacts in need of follow-up is a time-consuming process. to 4.65, and its average NPS® score among these customers climbed nearly 100 points (from -85 to +22).

Contact Center 55

Contact Center How To NPS Fashion 55

Responsetek

MAY 7, 2018

Let’s use an example of a contact center experience. When building a 3-4 question survey, if we start with our brand metric (NPS, Overall Satisfaction) and end with the optional customer comment, we are left with 1-2 questions to capture an assessment of the agent and the process. Download eBook.

Survey 40

Survey Contact Center Effort Score eBook 40

Stella Connect

MAY 11, 2017

Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite. To date, more than 5,000 customers have been contacted by the service recovery team. The average star rating in this group is now 4.65, and the average NPS score has jumped to 22.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. NPS, CES and CSAT seem to be most common. The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH Here are my top five picks from last week. by Sara Staffaroni.

Customer Service 17

Customer Service Contact Center eBook NPS 17

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

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. If you’re on the hook for raising metrics like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) then you’ve probably realized that you need to fully understand the drivers of these metrics.

Feedback 40

Feedback Net Promoter Score NPS Effort Score 40

Qualtrics

SEPTEMBER 23, 2019

Download eBook. Its NPS went up double digits, too, as a result. Using this information directly from contact center calls , chats, ratings and reviews , social, and more can help with buy-in and show the “real” voice of the customer. Problem 1: We urgently need to take a more modern approach to our patient experience.

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

Storyminers

MAY 4, 2016

When a company gets it right, CX goes way beyond an NPS or CSat score—it’s all about knowing and understanding your customer so well that the experiences are designed to anticipate a need or desire. Sign up to get weekly resources, and receive your FREE bonus eBook. Enjoyable —they’re emotionally engaging and people want to use them.

Industry 140

Industry Customer Experience Interaction Customers 140

Comm100

MARCH 28, 2018

Here are some KPIs that are common to many contact centers : Customer Satisfaction: How satisfied customers are with your service. NPS: Whether your customer would recommend your service to their friends/family. First Contact Resolution: How much your customer’s queries were resolved on the first contact.

Metrics 115

Metrics Report System Customer Service 115

Comm100

DECEMBER 12, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. The only way to know when customers are experiencing difficulties is if they contact your contact center. This is effective as you can capture customer frustration outside of contact center complaints.

Training 105

Training Customer Experience Customer Journeys How To 105

OpinionLab

MAY 15, 2018

occurs on social media, contact center, live chat etc.). can be captured digitally through session replay or through IVR logs in a contact center). NPS, CSAT and so on are all great metrics but they measure different things so need to be taken in context.

Metrics 79

Metrics Contact Center Analysis Measurement 79

OpinionLab

MAY 15, 2018

occurs on social media, contact center, live chat etc.). can be captured digitally through session replay or through IVR logs in a contact center). NPS, CSAT and so on are all great metrics but they measure different things so need to be taken in context.

Metrics 60

Metrics Contact Center Analysis Measurement 60

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. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.) Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

SEPTEMBER 22, 2017

Given the changing nature of customer service contacts, consumers’ emotional and financial investment in their travel experiences, and the value travelers place on quick, meaningful resolution, your contact center is teeming with opportunities to create customers for life. Plan for peak call volumes. Plan for peak call volumes.

Travel 40

Travel Customer Service Contact Center Self Service 40

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. And nothing does more to build brand pride, enthusiasm, and morale on the contact center floor. Team Motivation.

Data 40

Data Effort Score Contact Center Policies 40

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

Qualtrics

NOVEMBER 18, 2020

Find out how to capture and capitalize on customer insights in our free ebook. The company’s commitment to an improved customer experience has helped increase the company’s NPS by 5x, while its contact center satisfaction has tripled to more than 90%. Accelerate to WOW.

Groups 32

Groups Management Automotive Ecommerce 32

Esteban Kolsky

MARCH 13, 2018

before we get started, I am finishing an eBook that compiles this information in a better format – please register here if you are interested, should be available in the next 2 weeks or so.). We had 12 questions that were not answered, in addition to the 3 I was able to answer during the webinar. I will do my best. Let’s get to it.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107