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Remove Agent burnout Remove B2B Remove Best practices Related Topics
Abandon rate First call resolution Average Handle Time Journey mapping Morale Wait times Benchmark Call Center Customer Service Customer Support More Related Topics >
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Top 5 Customer Service & CX Articles for the Week of March 20, 2023

ShepHyken

MARCH 20, 2023

8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? My Comment: Jim Tincher is a customer experience expert who focuses on B2B. He contacted me (and several other experts) for comments about agent burnout.

Journey mapping 31
Journey mapping Agent burnout Customer Service Airlines 31
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Call Center Occupancy Vs Utilization: Their Importance and their Differences 

JustCall

MARCH 6, 2023

For example, the metrics in a call center handling high-value B2B enquiries will be different from the call center for an FMCG organisation. Extra agent training for new technology can do the same. It is always best to ascertain an average figure according to industry best practices and keep within that range.

Call Center 52
Call Center Abandon rate Average Handle Time Metrics 52
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