BlueOcean

OCTOBER 6, 2020

Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

CSM Magazine

NOVEMBER 1, 2022

Zenarate’s AI Coach is used globally in over a dozen countries in 13 languages by leading brands in banking, healthcare, insurance, telecommunications, technology, and travel industries to improve CSAT and NPS, Conversion Rate, and First Call Resolution Scores. Key findings from the report: 1.

Trends 52

Trends Report Consumers Telecommunications 52

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Video chat empowers your contact centre teams to build a trusted advisor relationship with your customer – something ChatBots simply cannot offer.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Customer Service KPI #1 – NPS (Net Promoter Score).

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Secrets to Incredible Customer Service with Paul R.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

NobelBiz

DECEMBER 19, 2021

Many contact centers seek an abandoned call rate between 5% and 8%. This statistic may be used to evaluate the customer experience by comparing your services and assessing the relative efficacy of various customer care initiatives. This, however, does not account for callers that called the incorrect number.

Abandon Rate 52

Abandon Rate Contact Center Self Service Contact Center Software 52

Pointillist

SEPTEMBER 10, 2020

Journey orchestration is most successful when embedded within a comprehensive customer journey management approach, which enables teams across your organization to improve CX and business outcomes simultaneously. The customer care team oversees the call center, IVR, chat and other customer service channels.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128