Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self service 402

Self service Best practices Customer Experience Call Center 402

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. A quick – and fun – read.

Journey mapping 301

Journey mapping Customer Service Contact Center Airlines 301

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Aspect

AUGUST 28, 2017

As a contact center leader saddled with huge responsibilities and challenges, you may know this better than most. Read on to see five statistics that prove your contact center must equip your agents with innovative coaching tools today. 78 percent say engaged agents are the most satisfied in their work.

Coaching 191

Coaching Chatbots Contact Center Self service 191

ShepHyken

JUNE 1, 2020

” How to improve call center performance when there is a staff shortage by Krishna Charan. Freshworks) From this blog, you can find out actionable workarounds for staff shortage to improve call center performance. My Comment: If you are in a customer support/contact center, then this article is a must-read.

Customer Service 167

Customer Service Multichannel Call Center Contact Center 167

Beyond Philosophy

DECEMBER 6, 2019

When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? For example, often, the call center environment has a measure called “Average Call-Handling Time.” The direct contact between senior management and customers is essential, however.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

JUNE 9, 2022

In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was. The first stat above suggests a generational shift from a traditional way of doing things. We discussed them on a recent podcast: 72% of Gen-Z prefer self-checkout options over cashiers in grocery stores.

Self service 221

Self service Airlines Chatbots Consulting 221

Hodusoft

JANUARY 17, 2024

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. In this blog post, we will understand UCaaS contact center software , its features, and its benefits in detail. billion in 2023 to USD 111.37

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

Fonolo

JANUARY 8, 2020

It would be great if we had clear stats that would track the success of the various channels, such as “total unique conversations per month” or “unique active customers.” The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not. Beware False Scorecards.

B2C 101

B2C Contact Center Call Center Customer Service 101

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. You’ll want to ask about labor markets, hiring timelines, retention stats and more. The same is true for first call resolution and average handle times. It’s our thing.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Creative Virtual

APRIL 21, 2022

These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences. completely replace human contact center agents. Also, don’t make it difficult for customers to find your contact details.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. But as is often the case with call centers, things get complicated quickly. What is Occupancy in a Call Center?

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

Fonolo

JANUARY 8, 2020

It would be great if we had clear stats that would track the success of the various channels, such as “total unique conversations per month” or “unique active customers.” The temptation to find a scorecard is strong, so beware of stats being cited that seem to fill that role but, on closer inspection, do not. Beware False Scorecards.

B2C 67

B2C Contact Center Call Center Customer Service 67

Spearline

JANUARY 13, 2022

All the feedback and stats point to huge savings for companies moving from PSTN to VoIP/SIP. The benefits of our platform are not only in monitoring your vital contact numbers. This can demonstrate the performance of the new and old system and its impact on your end customer experience, for example in global contact centers.

voip 105

voip Telecommunications Benchmark Contact Center 105

Beyond Philosophy

AUGUST 15, 2019

Observational Data: Peppers says this is stats you can see, like complaints received, quality control, or return-rates on products. Peppers also thinks this is promising because it opens the doors to contact center analysis for observational data. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 312

Metrics Finance Surveys Consulting 312

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Best practices 52

Best practices Call Center Management call center software 52

Anexa BPO

FEBRUARY 11, 2023

In today’s fast-paced business environment, contact centers are a crucial component of any organization’s customer engagement strategy. However, according to a recent study by Forrester, many contact centers are not fully realizing their potential to drive revenue and improve customer satisfaction.

Customer Service 52

Customer Service Contact Center Scripts outsourcing 52

Hodusoft

APRIL 12, 2023

How Contact Center Software Help Insurance Companies in Enhancing CX? Here are some stats. With nearly three-fourths of customers expecting insurance companies to leverage new technologies for better communication, the need for cutting-edge tools such as omnichannel contact center software is needed more than ever before.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Engineering 52

ProProfs Blog

MAY 6, 2020

With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services. What’s more, 65% of contact centers also track how their training efforts are panning out by keeping a check on the operator efficiency.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Skybridge

AUGUST 24, 2023

Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? According to the Deloitte study, only 7% of contact centers today are actually capable of delivering a seamless experience across multiple channels.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

ShepHyken

JANUARY 23, 2023

The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. 6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind.

Customer Service 34

Customer Service Contact Center Self service Consulting 34

NICE inContact

MARCH 28, 2019

Its 180+ agent contact center handles more than 2.5 In its local service centers, though, the customer experience was lacking. Callers to the centers encountered a lot of background noise. Self-service options were built into the CXone IVR, offloading common questions from agents and employees in service centers.

Automotive 56

Automotive Interactive Voice Response Self service Contact Center 56

Uniphore

AUGUST 30, 2015

More than a third of consumers would gladly live without electricity for a week if the alternative was to live without their smartphones, found a Cisco study. It’s understandable. As WDS points out, every mobile device is an “omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities”. Read More.

Contact Center 64

Contact Center Customer Service 64

Vcaretec

JUNE 6, 2022

Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry. We asked the hard hitting questions: Is customer support seen as a cost center? Is it treated as a profit center or a cost center? Join Anna’s 28,000+ followers on Twitter.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

Expivia

OCTOBER 2, 2020

We know how proficiently our team handles lots of scenarios, but the Board sees the low CSAT and NPS scores and assumes that everyone is doing a terrible job in the call center. We can show them documents detailing our key stats and that our service time and handle time are all really good. Do they know how low our turnover rate is?

Journey mapping 64

Journey mapping Call Center Contact Center Interactive Voice Response 64

Call Experts

JANUARY 8, 2020

AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. According to the Pew Research Center , "more than one-in-three Americans active in the current labor force (35%) are Millennials." Stats reveal that people share more than 22 billion text messages per day.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

NICE inContact

SEPTEMBER 10, 2019

For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. Our latest research on Customer Experience reveals what business think of self-service vs. customers, along with many other important benchmark stats.

Self service 60

Self service Contact Center Benchmark Customer Experience 60

NICE inContact

JULY 26, 2019

Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 So should we get rid of the poor humans in contact centers? Chatbots are coming.

Contact Center 55

Contact Center Interactive Voice Response Chatbots Banking 55

SharpenCX

MAY 8, 2018

The enterprise contact center is a complex place facing complex problems, but some recent research from Deloitte can help us make some sense of it, if we read between the stats. [.]. The post 3 Contact Center Trends (and what to do about them) appeared first on Sharpen Contact Center Software.

Contact Center 52

Contact Center Contact center software Enterprise 52

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. More often than not, the call center operations of several MSPs lack the necessary resources and sophistication that can take customer service to the next level. Read on and thank us later.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Hodusoft

APRIL 26, 2023

Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Managing a virtual call center is not easy. Only the right metrics can tell you if things are working in your call center or not. If the FCR is higher in your virtual call center, you should keep it up.

virtual call center 52

virtual call center Call Center Metrics call center software 52

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. We’ve highlighted some of those stories on this blog and I’m generally bullish on companies that are working this angle.).

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Expivia

APRIL 1, 2021

You learn some things after running contact centers for 20+ years on building call center culture. The following are 5 tips or to take that a step further, absolutes on changing or creating a great contact center culture in your customer service center. Many centers are “write-up” happy.

Call Center 52

Call Center Education Contact Center Metrics 52

Expivia

JUNE 5, 2021

Setting up your call center floor is no small feat. You need to think about the operation of your contact center and take everything into account to create a productive and welcoming environment for your employees. If they’re uncomfortable working on your call center floor, their work will reflect that. And it’s fast.

Call Center 98

Call Center Wireless outsourcing Employee engagement 98

Skybridge

APRIL 26, 2022

Customer care and satisfaction stats are “managed” in the contact center silo, while sales and product decisions remain inside the brand silo. For more information, contact us at 763-477-7720 or submit the form below! contact-form-7]. The post Did you hear that?

Customer Care 52

Customer Care Feedback Customer centricity Best practices 52

OctopusTech

MARCH 1, 2023

Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. While call centers are a common feature of most customer service teams, setting up one for your business is no easy task.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Vonage

AUGUST 11, 2015

Here are ten facts and what they mean for your contact center. Phones still handle around 68% of all contact center communications. This statistic shows that phone support should still be the number one priority for contact centers. In the US, the cost of poor customer service is $41 billion per year.

Customer Service 102

Customer Service Contact Center Airlines Advertising 102