Integrity Solutions
SEPTEMBER 28, 2023
In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen. WHAT IS EXCELLENT CUSTOMER SERVICE?
Stella Connect
NOVEMBER 29, 2021
2: Increasing First-Call Resolution Rate . Take a minute and think about the last time you had to reach out to a brand multiple times before customer service resolved your issue. More likely than not, it was a frustrating, time-consuming experience and not in line with today’s customer expectations.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Call Center Pros
SEPTEMBER 3, 2018
By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little.
ShepHyken
OCTOBER 11, 2021
And, it’s not about being “over-the-top,” but simply doing what customers expect. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.), and solving the problem on the first call (known as first call resolution).
Integrity Solutions
OCTOBER 27, 2021
The bottom line is (literally and figuratively) no matter how great your product offerings are, in a world where customers have more information available at their fingertips, more options available to them and more ways to vent their frustrations publicly, you can’t afford to drop the ball on service. Customers want empathy.
Stella Connect
DECEMBER 15, 2021
When brands treat customers as their biggest advocates, they have the potential to drive meaningful results, as illustrated by the fact that WoM marketing produces roughly $6 trillion in consumer spending each year. #2: 2: Personalization isn’t just a nice to have—roughly half of customers expect personalized experiences. .
ViiBE Blog
AUGUST 27, 2021
These include Customer effort score (CES) , customer satisfaction (CSAT), as well as customer service KPIs like Net Promoter Score (NPS) and first call resolution (FCR). When combined, these factors can give you an overview of your overall customer experience. How to build your CX strategy.
Expert insights. Personalized for you.
110 
Let's personalize your content