Remove Abandon rate Remove Average Handle Time Remove Blog Remove Employee engagement
article thumbnail

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. As an example, evaluate abandonment within your web self-service channels. If the abandonment rate is disproportionately high for a particular form of transaction, an opportunity for a bot may exist.

article thumbnail

10 Effective Ways to Reduce Costs in Your BPO Contact Center

Hodusoft

In this blog, we will discuss various practical strategies for reducing operational expenses associated with BPOs. Metrics such as average handling times ( AHT ), call abandonment rates, and customer satisfaction rates can be used to determine the areas that require improvement, ultimately leading to cost reductions.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

A Beginner’s Guide On An Effective Inbound Call Strategy

OctopusTech

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed.

article thumbnail

Going From Good Customer Service to Great Customer Service

Global Response

LET’S CONNECT In an interview with Forbes, Herve Humler, President of the Ritz-Carlton, said, “I believe in the power of recognition and empowerment leading to great employee engagement. And employee engagement is critical to guest engagement.