ShepHyken

JANUARY 18, 2019

This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. Would you consider that a great customer experience? Would you consider that a great customer experience? Would you believe they actually cared about how the experience was?

Customer Experience 240

Customer Experience Airlines Average Handle Time Contact Center 240

Natalie Petouhof

AUGUST 13, 2015

That customer might be loyal for a while, at least until there’s a better deal from another company. It’s part of why there is so much customer churn. One of the biggest issues is NOT that Customer Service Professionals are not aware of the issues in their contact centers. They know what they would like to do.

Customer Service 91

Customer Service Airlines Customer Care Average Handle Time 91

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Companies struggle to evolve and keep up with the changing demands of customers. Meet your customers where they are.

Best practices 67

Best practices Contact Center Airlines Benchmark 67