Callminer

APRIL 20, 2018

Each contact center has its own priorities and goals, each of which is influenced by customer expectations. As such, contact centers must adopt technologies that align with customer expectations. Unified agent desktop tools are another technology worth adopting to meet customer expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. Focus on reducing customer effort.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

HGS

APRIL 24, 2018

Does your website offer self-service to resolve issues with minimal customer effort and integrate humans when it makes sense? For example, a customer may start an interaction with a chat bot, but as the conversation becomes more complex, a live agent may seamlessly step in to resolve the issue. Wed, 04/25/2018 - 09:55.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

HGS

JUNE 20, 2018

If customers are uncomfortable leveraging video, the alternative option is to send a simple picture via SMS so that companies are able to get a better view and understanding of a product issue and communicate more effectively with customers—for example, annotating photos to indicate product issues. Wed, 06/20/2018 - 23:52.

Upselling 100

Upselling Average Handle Time Education Customer effort 100

DMG Consulting

DECEMBER 11, 2017

A performance management system can collect data from all relevant systems, analyze it, and present it in a format that allows the recipient to understand how well their contact center is performing on many levels: customer effort and satisfaction, efficiency, productivity, quality, etc. Email average handle time.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

Serenova

OCTOBER 22, 2019

To ensure customer experience doesn’t suffer, track contact center key performance indicators (KPIs) that provide a complete picture that maps back to your business goals. However, if calls are shorter because they’re getting transferred, first contact resolution drops and customers’ frustrations start to rise.

Contact Center 64

Contact Center Social media contact Average Handle Time Wait times 64

Pointillist

MARCH 1, 2019

The revenue impact of the churn An important insight from discovering cross-channel journeys is the relative effectiveness of different customer service channels. You could learn, for example, that customers with billing problems move from website FAQs to voice call twice as fast as from chat to a voice call.

First call resolution 75

First call resolution Call Center Self service Analytics 75