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

Stella Connect

JUNE 15, 2017

Is the in-store experience consistent with what’s happening online or through the contact center? When they ask about brand policies and product features, are they seeing and hearing the same answers online, in store, and through the contact center? Mystery shopping alone can’t tell you that. Data That Lead Nowhere.

ROI 40

ROI Measurement Brands Omni-Channel 40

Interactions

APRIL 30, 2020

The strategic innovation of your organization will drive competitiveness, differentiation, increased customer satisfaction, and ROI. In fact, according to our own research with Harris Poll, 71% report that their company measures the ROI of an AI project using soft benefits.

Innovation 71

Innovation ROI eBook Contact Center 71

Playvox

JUNE 6, 2023

As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Stella Connect

AUGUST 16, 2017

After repurposing much of its contact center QA team to respond to dissatisfied customers, one major retailer saw average star ratings from these customers jump from 1.06 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

Stella Connect

MAY 11, 2017

There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

Stella Connect

MARCH 20, 2018

To help you move forward in a less haphazard, more confident way, we’ve compiled a list of the top 10 things you need to keep in mind as you build out your contact center. High-functioning contact centers rely on technology to manage call queues, route calls effectively, and manage live chat and email.

Customer Service 55

Customer Service Contact Center How To Training 55

Stella Connect

JULY 6, 2017

Is your call center QA process moving the needle? To get more value out of your QA program, start by downloading a free copy of our latest eBook, “ Doing Contact Center QA the Right Way: How Leading Brands Use VoC Data to Drive Contact Center Performance and ROI. ”.

Call Center Solutions 40

Call Center Solutions Call Center Self Service Contact Center 40

Think Customers

DECEMBER 13, 2021

Internally, the North Star should serve as the core goal and motivational vision you aim to deliver—from the contact center to your website and in-store or app experience. To learn more about the value of CX, explore the ebook The Big Book of Customer Experience , from avtex , a TTEC digital company.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Stella Connect

MARCH 20, 2018

To help you move forward in a less haphazard, more confident way, we’ve compiled a list of the top 10 things you need to keep in mind as you build out your contact center. High-functioning contact centers rely on technology to manage call queues, route calls effectively, and manage live chat and email.

Customer Service 40

Customer Service Contact Center How To Call Center 40

Clarabridge

SEPTEMBER 21, 2017

This is an insurance company delivering a BRANDED contact centre experience with the customer at the very heart of it. In 2016, we at Smith+Co teamed up with Clarabridge to author an ebook and deliver a workshop to illustrate why contact centres need to become “customer experience centres”.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

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. Contact us here. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Qualtrics

SEPTEMBER 23, 2019

Download eBook. Some ways to think about showing the value: Use a simple ROI calculation. 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. But how do we sell it into the C-suite?

Net Promoter Score 20

Net Promoter Score Effort Score Leadership eBook 20

Storyminers

MAY 4, 2016

ROI is simple $’s and cents. Sign up to get weekly resources, and receive your FREE bonus eBook. Enjoyable —they’re emotionally engaging and people want to use them. It helps you create content that will attract your audience, and gives your employees a mission standard for ensuring that all experiences with your brand are exceptional.

Industry 140

Industry Customer Experience Interaction Customers 140

Comm100

MAY 13, 2020

It should be easy to implement, and provide a solid return on investment (ROI). Depending on the structure of your contact center, you might be used to routing queries based on several different factors. This blog post is a snippet from our eBook, Mastering Omnichannel CX. Enable custom routing. Download Now.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

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

BlueOcean

JANUARY 8, 2019

The LVT calculation can play an important role in determining the ROI of your customer care team, and specifically, the customer save team. Grab our latest eBook, Is a Strategic Contact Center Partnership Even Possible? If you’re ready to tackle the math, check out this post from Hubspot.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

Comm100

DECEMBER 12, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Quality management requires measurable and clear objectives that will be used to calculate ROI. When the company has to make budget cuts, the CX project whose ROI cannot be clearly measured will be the first to be dropped.

Training 105

Training Customer Experience Customer Journeys How To 105

Comm100

DECEMBER 16, 2019

Customer-facing chatbots aren’t the only way to use AI in the contact center. Calculator: Live Chat ROI Calculator. At first, we were surprised at how popular this interactive live chat ROI calculator is, given how many organizations already use live chat. Our chatbot ROI calculator is handy too!).

eBook 130

eBook Chatbots Infographics ROI 130

Comm100

NOVEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. LinkedIn is, of course, the premier location for business-to-business contacts and communication and it has a host of resources and people to follow. Share with us in the comments below!

Resources 109

Resources Customer Service Customer Service Training Course 109

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

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

Comm100

JUNE 13, 2018

During the holiday season, many contact centers experience high call volumes. A study by the American Marketing Association shows that live chat can increase conversions by at least 20 percent and that the typical ROI rate from paid live chat software for sales teams is about 300 percent. Live chat also increases sales.

Tips 130

Tips Self Service e-support Social Media 130

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read about best practices for overcoming these barriers in our eBook.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71