Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. But while we know what each of these acronyms stand for, our callers and customers may have a slightly different perspective based on their experience. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Kayako

OCTOBER 29, 2015

In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). Improving the software in your call center can help create better experiences for both agents and customers. Updated June 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. Table of Contents.

Customer Service 72

Customer Service Chatbots Best practices Surveys 72

Comm100

MARCH 27, 2023

Reduce support costs Because a chatbot for education can handle an unlimited number of simultaneous chats, they allow support teams to maintain a high service level without the high support costs. Top benefits of LivePerson include: LivePerson’s AI is built around recognition of customer intents.

Education 64

Education Chatbots Wait times Surveys 64

Customer Guru

JANUARY 3, 2018

He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100. In this candid interview with Customer Guru, Mr. Rohit talks about the entire journey of the hospital, from a single unit to a multicity-chain across India. Things changed dramatically after that.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95