Pointillist

SEPTEMBER 28, 2021

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Callminer

APRIL 20, 2018

Each contact center has its own priorities and goals, each of which is influenced by customer expectations. As such, contact centers must adopt technologies that align with customer expectations. Unified agent desktop tools are another technology worth adopting to meet customer expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Global Response

JANUARY 27, 2023

For example, a great FCR rate might be a sign that things are going well—or it could be an indication that agents are marking issues as resolved before they are, just to hit their targets. Similarly, average handle time is another metric that can easily become skewed if tracked individually.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

Tethr

AUGUST 22, 2020

Now, we’ll share six of our most potent conversation analytics features to help you become a customer listening pro yourself. “To Seven customer conversation analysis features Tethr uses for customer listening. Create user-specific filters when sharing folders full of customer conversation insight.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

Fonolo

MAY 3, 2023

Benchmarks are important, but it’s much more important to understand what’s acceptable for your customers than to rely on industry averages. If you are concerned about NPS and CSAT scores, eliminating hold time should be a priority. While you can affect queue times, many other factors are beyond your control.

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

aircall

JULY 6, 2022

To help you craft a seamless CX journey from start to finish, we’re taking a look at how to unlock the benefits of customer experience analytics , what this means for your contact center , and how you can upgrade it to deliver delightful experiences from every interaction. What Is Customer Experience Analytics?

Analytics 62

Analytics Call Center Customer Experience Interactive Voice Response 62

Pointillist

MARCH 1, 2019

Using a customer journey analytics platform, the telecom company discovers that those who want to inquire about whether they can bring their equipment to their new home are much more likely to eventually end up escalating to a voice call, compared to those who want to confirm if their channel lineup will remain the same in their new address.

First call resolution 75

First call resolution Call Center Self service Analytics 75

NobelBiz

FEBRUARY 22, 2023

Here are some examples of KPIs: Call Abandonment Rate The call abandonment rate is the percentage of outbound calls when the caller hangs up before being connected. An abandoned call is frequently the result of an excessively long wait time – often more than 3 rings. These are often time-specific and focus on certain days or months.

Call Center 52

Call Center Abandon rate Contact Center Metrics 52

JivoChat

AUGUST 24, 2021

For instance, if you receive a six or lower CSAT from a customer, you can ask additional questions to identify specific issues to address. Be sure to focus on the aspects of customer service that your team can control. It can also be helpful to calculate ticket volumes over specific periods to derive an average. Ebnu Sudarso.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Pointillist

MARCH 1, 2019

Using a customer journey analytics platform, the telecom company discovers that those who want to inquire about whether they can bring their equipment to their new home are much more likely to eventually end up escalating to a voice call, compared to those who want to confirm if their channel lineup will remain the same in their new address.

First call resolution 40

First call resolution Call Center Self service Analytics 40

NobelBiz

NOVEMBER 15, 2022

Simplified agent management — a unified agent desktop will allow you to see all your agents across every service, freeing up time to focus on things that matter, like problem resolutions. Easy to use — with a unified agent desktop, agents can quickly get in touch with customers using various communication tools.

Call Center 52

Call Center Contact center software Contact Center First call resolution 52