TLC Associates

JUNE 20, 2019

And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution. Getting in the Holiday Headspace.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Babelforce

APRIL 26, 2022

Dashboard data usually includes information like: Call Transfer Rate First Contact Resolution Average Handling Time Call Abandonment Rate Average Speed of Answer Average Wrap-up Time. Do agents need to see all their real-time performance data, or is this likely to backfire by increasing stress levels?

Call Center 52

Call Center Abandon rate Average Handle Time Analytics 52

TechSee

JUNE 25, 2019

billion, and sales process recommendation and automation, which attracted $2.7 For example, an angry customer might be routed to the customer retention team, and a happy, satisfied customer might be routed to the sales team to be pitched a new product or service. This realization has seen investments in AI rapidly increasing.

Technology 122

Technology Customer Service Gamification Contact Center 122

Callminer

AUGUST 6, 2019

Predictive Dialer: An automated calling system, typically used for sales. It needs to link customer feedback to sales and operational data, and make results accessible company-wide. Despite this, marketers and other organizational leaders alike are neglecting the customer before and after the sale. One such example is CallMiner.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

MARCH 4, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Squelch

MAY 27, 2019

This article, “ The Importance of Data for Superior Customer Experience and Business Success ,” was originally published on Inside the Salesforce Ecosystem on May 23, 2019. average handle time, first call resolution, and self-service deflection) to success KPIs (e.g. Today, CX is critical to business success.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) For example, at first glance, an hour-long phone call with a customer that doesn’t result in first call resolution or a sale appears to be a high-cost, low-efficiency interaction.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Fonolo

FEBRUARY 20, 2020

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. There’s one metric I don’t like: AHT (Average Handle Time),” Sidhu says without hesitation.

Customer Service 67

Customer Service Metrics Call Center Banking 67

TechSee

DECEMBER 28, 2020

For sales support, press 1. According to a Gartner survey in May 2019, 19% of service companies already offered these contracts, and another 26% were expecting to do so within 12 months. “You’ve reached Service Enterprises. Your call is important to us. For product support, press 1. For technical support, press 1.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

NICE inContact

FEBRUARY 6, 2019

A successful CX organization tries to build a centralized view of CX; aligning different groups – Marketing, Sales, Service and beyond. Register for our webinar CX Transformation in 2019 to learn more on CX transformation. It is never a silo-ed operation, it is a team sport. CX metrics are not your operational KPIs.

Average Handle Time 55

Average Handle Time Metrics Contact Center Customer centricity 55

Global Response

MARCH 18, 2022

” The fact is… According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. It’s obvious, then, that providing superior customer support isn’t just for the benefit of your customers—it’s also to the benefit of your sales and retention strategies.

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

SharpenCX

MARCH 24, 2020

When customer satisfaction is poor, sales and revenue suffer, too. on the American Customer Satisfaction Index at the end of 2019. If customers hold onto bitterness from the sales process, sometimes there’s little to nothing your team can do to regain that trust. Industry Standards: How do you Stack Up Against Your Peers?

industry standards 52

industry standards Metrics Call Center Wait times 52

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Nate is a perpetual student of the world’s greatest experiences and the people who create them. There’s the learning management system.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

After authoring The CX Primer, he was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. Nate is a perpetual student of the world’s greatest experiences and the people who create them. There’s the learning management system.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52