Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. The persistence of non-integrated and siloed channels is also seen as a major problem.

Customer Service 49

Customer Service Multichannel Contact Center Surveys 49

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Continually test your systems to see if the service is acceptable – for example, over half of consumers say they’ll abandon a transaction if they can’t quickly find what they are looking for.

Customer Experience 49

Customer Experience Multichannel Banking Consulting 49

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Keep improving service levels Millennials continually expect more – and that includes the service and experience they receive. Here are five areas for focus on: 1. Share this page on: Tweet.

Multichannel 51

Multichannel Self service Contact Center Feedback 51

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Service level. Service level is a fundamental metric.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Clarabridge

FEBRUARY 19, 2019

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. As suggested in a 2016 report by Creative Virtual, introducing a virtual assistant for customer service can improve chat and phone service levels by 10-15%.

Customer Service 40

Customer Service Chatbots Contact Center Feedback 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service.

Chatbots 45

Chatbots Customer Experience Multichannel Real estate 45

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Call Center?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Fonolo

FEBRUARY 13, 2019

By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. Sponsored by Serenova.

Contact Center 57

Contact Center Call Center APIs outsourcing 57

Tenfold - Contact Center Blog

JULY 12, 2018

A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. Here are eight strategies to help in your journey to contact center management success. Just winging it in the contact center arena almost always leads to failure.

Contact Center 66

Contact Center Management Coaching Call Center 66

Clarabridge

SEPTEMBER 21, 2017

In many cases, the problem is still that contact centres are seen as cost–centres and therefore management become obsessed with their efficiency. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. How does a contact center know it’s consistently delivering high quality service? From a recent poll , over 60% of contact centers track First Contact Resolution as a KPI.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

NobelBiz

APRIL 25, 2023

A great number of contact centers are struggling to make ends meet but are still reluctant to make the necessary changes to achieve a better cost to benefits ratio. This article is here to tell you that cost reduction needs to be a top priority for contact centers worldwide in the present-day crisis environment.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. Greater consistency If customers don’t believe the answer they have been given is right or if it is unclear they will make contact again. Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Fonolo

MAY 31, 2018

Despite this, recent reports reveal that the average time to handle a customer service request is 15 hours and 17 minutes – a far cry from first-class service expectations. But of the 12 industries that improved customer satisfaction in 2016 , nine of them had something in common: They each sped up First Response Time (FRT).

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86