TechSee
MAY 18, 2022
In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.
CSM Magazine
OCTOBER 10, 2023
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? It’s important to strike the balance between speed and personalised service delivery.
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SmartAction
FEBRUARY 16, 2021
Who is Better at Making Customers Happy? Whether your company uses CSAT, NPS, CES, or some other metric to measure customer satisfaction, one thing is certain — customer satisfaction plays a critical role to a company’s financial success.
Global Response
AUGUST 7, 2023
Some common company values are: integrity customer-centricity dedication sustainability teamwork curiosity Most importantly, your core values should be more than just lip service—they should factor into every other element of your culture.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Balto
NOVEMBER 2, 2023
A contact center is considered successful if it’s customer-centric. In other words, every action and decision should directly contribute to higher customer satisfaction levels. Efficient processes and workflows contribute to reduced hold times, high first-contact resolution rates, and motivated agents.
Nicereply
SEPTEMBER 6, 2022
According to the Harvard Business Review , the retention of existing customers is 5 to 25 times cheaper than acquiring new ones. As a manager, customer service principles help define what customer service means to your organization. 5 Tips for CX Leaders to Combat Customer Service Agent Burnout (Kustomer).
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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