teleopti

FEBRUARY 4, 2019

Customer experience is today’s number one USP and it’s revolutionizing the way we do business. Rob Clarke at Teleopti sheds light on a few golden rules for corporate-wide customer service. The shift from product to customer service is turning everything on its head. How should we plan our people and processes?

Customer Service 48

Customer Service Customer Care Contact Center Chatbots 48

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Inbenta

SEPTEMBER 29, 2021

Good customer service is all about a speedy resolution. If a customer can find a solution to their problem in a single interaction, they’ll view the experience in a positive light. The goal is to offer a solution to a customer’s problems on their first contact with you, otherwise known as first contact resolution (FCR).

Best practices 59

Best practices Interactive Voice Response First call resolution voip 59

Fonolo

JUNE 9, 2014

It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Because using the 80/20 rule for call centers is doing exactly that… What is a call center service level of 80/20? Where Did the 80/20 Service Level Rule Come From?

Service level 96

Service level Call Center Abandon rate Metrics 96

JustCall

APRIL 5, 2023

Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Post numbers – Keep existing numbers when changing services to help customers reach you easily. Let’s jump right in.

voip 52

voip Interactive Voice Response APIs Contact Center 52

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees. Things just got deep.).

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

The Mindful Call Center

OCTOBER 3, 2017

I cannot think of a more destructive way to view your front line, or a more telling insight into how you feel about your customers. I'm willing to bet money that those same executives think of and say things just as horrific about their customers. Among her responsibilities, the performance of a 400 rep contact center.

Morale 48

Morale Contact Center Employee engagement Education 48

customer sure

JUNE 25, 2014

Low overheads, scale up fast, punch above your weight, and a whole wide world of potential customers. But it comes with a challenge when figuring out how to increase sales effectively, as there’s a big disadvantage compared to traditional business: You never get to meet your customers. Marketing’s how you win one for sure.

Sales 48

Sales Feedback Personalization Best practices 48

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. But in a call center, you don’t talk to a customer face to face; you do it over a phone.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Customer Satisfaction Decreases as Hold Time Increases.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62