SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Agents have entire customer history handy, so they can be more thorough with their resolution.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

VHT

OCTOBER 11, 2018

In fact, a 2017 inContact study found that 67% of self-service users want to work with an agent, especially if the call is urgent or sensitive. In a 2017 study by Arise, two thirds of customers surveyed said they’d hang up after waiting for just two minutes. So they’ll expect immediate gratification any time they contact you.

Best practices 48

Best practices Contact Center Self service Entertainment 48

aircall

JANUARY 24, 2022

According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. Call routing – Automatically route calls to the right person or department for first-call resolution.

Call Center 126

Call Center Best practices call center software CRM 126

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. ” – Thomas Dichter, Call Centers Return To The U.S. Call center turnover may be trending down overall.

Call Center 207

Call Center outsourcing Contact Center Finance 207

HGS

SEPTEMBER 6, 2017

This change has been so seismic that many healthcare leaders are looking to other industries—such as banking and retail—to uncover best practices that can be adapted to the healthcare setting. Wed, 09/06/2017 - 12:52. All of those measures are important, of course. Contact Center. Healthcare. LEAVE A COMMENT.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Which Topics Are Most Important for Your Customer Service Department in 2017?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

JANUARY 7, 2020

of this year’s chats – that’s over 42 million – were sent from a mobile browser or app, more than nearly 23 points higher than 2018 and 30 points higher than 2017. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 56M chat interactions.

Benchmark 53

Benchmark Wait times Chatbots First call resolution 53