Callminer

FEBRUARY 5, 2020

Although the immediate concerns of agents in need of assistance and other urgent needs are readily apparent from a manager’s perspective, raw data on customer satisfaction, speed, and more can only be captured through targeted analytics. Service level describes the number of services provided to customers over time.

Best practices 251

Best practices Call Center Metrics First call resolution 251

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. See also Survey Data Shows Call-Back Popularity Growing.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. See also Survey Data Shows Call-Back Popularity Growing.

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? Your NPS, CES, etc.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

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

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Another way to determine what to include is to review customer feedback. Your knowledge base can include : Quick-start guides. How-to instructions.

Customer Service 62

Customer Service Self service Engineering Customer Support 62