Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? But the revenue impact of customer satisfaction can and must be measured.

ROI 59

ROI Customer Experience Self Service How To 59

TechSee

DECEMBER 4, 2018

Both highly successful, with Vodafone UK reporting that the TechSee implementation resulted in a 12% improvement in FCR and a 68% improvement in customer satisfaction. They report feeling empowered to help customers, especially in situations where the issue is complicated to describe or when there is a language barrier.

Innovation 95

Innovation Self Service Telecommunications Customer Satisfaction 95

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. YouTube reports an increase in product unboxing video views by 57% in one year, and an increase in uploads by more than 50%. Customer Service KPI #2 – FCR (First Contact Resolution).

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

NobelBiz

APRIL 18, 2023

It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customer care can compare phone support to other channels.

Contact Center 52

Contact Center Call Center Management Gamification 52

Pointillist

SEPTEMBER 10, 2020

In a recent study , less than a third of organizations said that they are effective at engaging customers with the right experiences at the right times through their preferred channels. As CX teams identify points of failure in high-impact journeys, they typically collaborate with marketing, experience design, customer care and product teams.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40