Playvox

APRIL 4, 2023

Ticket volumes and customer feedback are way up in the last few years. According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. That’s not to say that all feedback should be positive.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Call Center Trends 2017. Call Centers Will Change in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JustCall

NOVEMBER 24, 2022

” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Customer Relationship Metrics

JULY 26, 2017

In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). A large part of that challenge comes from the need to hide your real emotions and continue to ‘grin and bear it,’ even when receiving negative or critical feedback. ” Click to Tweet. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

NICE inContact

MARCH 13, 2019

According to a 2017 ICMI research study , 47% of surveyed organizations listed “consolidating reports” as one of the top challenges with performance management processes. Let me tell you – for the weeks it took to get the projections again, leadership was not happy, and we were hindered in our ability to make smart decisions.

Management 54

Management Average Handle Time Gamification Contact Center 54

Fonolo

MAY 12, 2020

And have you seen any significant changes or trends in channel usage or technology during your time at CUofCO? I would say the biggest change has been the chat feature, which we introduced in 2017 and has grown exponentially since. So we follow NPS closely and respond to as much feedback as we can.

Contact Center 81

Contact Center Management Banking Abandon rate 81

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. Getting ahold of the right person the first time also ultimately improves customer experience. Average Handle Time. Front-facing employees are the lifeblood of a business.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78