Solvvy

JUNE 30, 2021

So how can you get a sense of the customer experience you’re delivering? It starts by analyzing your metrics – especially those tied to your customer support efforts. . These include churn and retention rates, customer satisfaction surveys (CSAT), your Net Promoter Score (NPS), and Customer Effort Score (CES). .

Chatbots 62

Chatbots Metrics Customer Support Agent burnout 62

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. What Is Call Center Productivity? How to Calculate and Measure Call Center Agent Productivity.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Fonolo

AUGUST 10, 2021

Developing a customer care strategy can be overwhelming, but when you break it down, it becomes a lot more manageable. Start by creating a customer care vision and set goals. What does top-tier customer service look like in your call center? Improving inbound call wait times. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

ShepHyken

MARCH 20, 2023

So the question is, “Will ChatGPT replace the customer support agent?” We’ll here from an executive in the customer support industry. Vanishing Phone Customer Support is Driving US All Insane by Helaine Olen (The Washington Post) It shouldn’t be this hard to speak to a human. There may be a reason.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Sykes

DECEMBER 14, 2017

Despite months of planning, many customer support infrastructures couldn’t handle the added stress, resulting in the failure to meet business objectives and customer expectations. In the healthcare industry, providing quality support can have high stakes: It can directly impact the health and well-being of your patients.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

Despite months of planning, many customer support infrastructures couldn’t handle the added stress, resulting in the failure to meet business objectives and customer expectations. In the healthcare industry, providing quality support can have high stakes: It can directly impact the health and well-being of your patients.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40