NICE inContact

OCTOBER 4, 2019

There probably isn’t a more common KPI in customer service than First Response Time (FRT). Every time I talk mobile during presentations, people ask if I mean native mobile apps for customer service agents. It means customers can raise a question, voice a complaint or just share their feelings at, literally, anytime.

Airlines 55

Airlines Benchmark Metrics CRM 55

aircall

JUNE 30, 2021

While the importance of customer retention is undeniable, many companies struggle to develop strategies that allow them to hold on to their existing customer base. Holding onto customers is key to growing and sustaining a business. If your retention rates fall below 85% , it might be time to explore ways to improve customer retention.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

aircall

JANUARY 29, 2021

In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure a good customer experience with every call. Resolving complaints. Long wait times. Over time, they’ll be in a position to mentor others. .

Best practices 62

Best practices Call Center call center software Morale 62

aircall

MARCH 12, 2021

Here are a few examples of important metrics for call centers: How quickly call center agents can address customer issues and resolve their complaints. The average time that your call center agents are spending on calls and how it compares with industry standards. The average time to return a missed call. Average wait times.

Call Center 62

Call Center Metrics First call resolution call center software 62

JustCall

FEBRUARY 23, 2021

Most of the time, agents have to use this software simultaneously. It eats up precious time, energy, and effort. Instead of attending to customers or connecting with prospects, they end up spending more time on manual tasks. At the same time, it reduces expenditure on separate software. Leverage SMS and Automation .

voip 52

voip CRM Analytics Metrics 52

JivoChat

JUNE 29, 2023

In this blog post, we’ll delve into the key strategies that successful E-commerce entrepreneurs and key opinion leaders employ to create an unforgettable brand experience. So, developing a powerful brand story can hold the potential to elevate your E-commerce business by generating a greater number of leads.

Analytics 88

Analytics Chatbots Feedback Surveys 88

ProProfs Blog

DECEMBER 4, 2020

In this blog, we’ll help you explore the effects of customer service and marketing on each other, why they should be used together, and how to integrate customer service in a marketing plan. It has also become a benchmark that can impact your brand image and, if not done right, can easily hamper your marketing efforts at the same time.

Marketing 147

Marketing Customer Service Upselling Customer Support 147