ProProfs Blog

MARCH 5, 2019

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Encourage your agents to share how they feel about customers.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Fonolo

NOVEMBER 17, 2020

“Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Fonolo

SEPTEMBER 19, 2017

Key findings: Delivering an effortless customer experience was the prime topic for these executives. 42% of customers expect a personal response to a customer-service query via social media within 60 minutes. Our favorite chart: Executive Report on Customer Experience. in 2016 to 5.3% in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Benchmark 89

Toister Performance Solutions

FEBRUARY 15, 2018

The LiveChat Customer Service Report 2018 shows an overall chat satisfaction decline from 86.35 percent in 2016 to 83.54 Comm100's Live Chat Benchmark Report 2018 showed a similar decline from 84.06 Keep in mind that customer satisfaction with wait time is a function of the actual wait combined with how that wait was spent.

Wait times 55

Wait times Chatbots Best practices Benchmark 55

Kayako

JANUARY 19, 2017

Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. Or worse, that you’re leaving your customers hanging around waiting to receive help. We’re passionate about giving customers help when they need it. Average handle time (minutes:seconds).

Average Handle Time 71

Average Handle Time Wait times Metrics Benchmark 71