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

Maru Group

FEBRUARY 11, 2019

It’s why creating a compelling digital customer is so key to retail success in 2019. of all UK retail purchases in December 2018. And with smartphone spend expected to exceed £25 billion over the next twelve months, a seamless and compelling digital customer experience has never been so important. Customer Service.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

Maru Group

FEBRUARY 11, 2019

It’s why creating a compelling digital customer is so key to retail success in 2019. of all UK retail purchases in December 2018. And with smartphone spend expected to exceed £25 billion over the next twelve months, a seamless and compelling digital customer experience has never been so important. Customer Service.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40