Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Our favorite chart: Customer Service Index Report. Who wrote it: Five9.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 24, 2018

Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point. Our favorite chart: Customer Service Index Report. Who wrote it: Five9.

Contact Center 57

Contact Center Call Center Self service Surveys 57

delighted

AUGUST 23, 2019

Once you have your goal in mind, you need to gain intelligence on the relevant customer experiences. You may know from analytics that specific features of your product are not being used or that there are specific points where new users are dropping off. Is this about a white paper that they read?

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41