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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

MARCH 18, 2020

Here are some examples: Difficult-to-find customer support contact info. Some customer support numbers appear buried to the point that customers wonder if the company really wants them to reach out. A laborious Interactive Voice Response system (IVR). You get the idea. Long hold times. How long is too long? The transfer.

First Call Resolution 102

First Call Resolution Customer Service Training Customer Service Representative Contact Center 102

ShepHyken

MARCH 18, 2020

Here are some examples: Difficult-to-find customer support contact info. Some customer support numbers appear buried to the point that customers wonder if the company really wants them to reach out. A laborious Interactive Voice Response system (IVR). You get the idea. Long hold times. How long is too long? The transfer.

First Call Resolution 71

First Call Resolution Customer Service Training Customer Service Representative Contact Center 71

ViiBE Blog

AUGUST 27, 2021

Customer experience (CX) is the overall experience of a customer while interacting with a company. In retail, the meaning of CX can include things like interaction with the product itself, customer service, and the ease of doing business. On the other hand, ViiBE makes it effortless for the customer.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52