Netomi

AUGUST 10, 2022

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean?

Metrics 59

Metrics Average Handle Time Chatbots Airlines 59

Global Response

DECEMBER 21, 2023

Consider some of the biggest reasons to outsource your customer service: Cost-effectiveness Outsourcing your customer service is generally much more cost-effective than managing it in-house. Of course, this only provides better strategy, expertise and results for your customers and customer service strategy.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Global Response

JUNE 20, 2023

Aside from its reputation as a beautiful vacation destination just a few hours from Europe, Tunisia has also established itself as a business and technology hub in Northern Africa. Consider that the Tunisian workforce offers educated, multilingual workers who are well-trained in providing quality customer service.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Global Response

JANUARY 31, 2023

Phone is the most common customer service channel, but today, many more options exist , such as email, live chat, text messaging, social media channels, video chat, and even self-service and automated “chatbot” options. In 2023, customer service is more important than ever.

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

Hodusoft

DECEMBER 16, 2022

Call Center Technology Trends Every Business Leaders Must Know. Customer expectations have evolved, today they use multiple communication channels to reach out to a business. More than 80% of customers demand that a business’s support service be as good as their product. into a single platform.

Call Center 52

Call Center Technology call center software virtual call center 52

Global Response

FEBRUARY 1, 2024

Once you’ve determined your needs and your budget, you can then allocate your resources to whatever fits your business needs the most: 24/7 customer support Advanced technology, such as omnichannel support and AI chatbots Increased number of agents Specialized services tailored to your industry Ready to perfect your CX?

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. AI-powered chatbots are examples of technologies that can handle routine customer queries, freeing up human agents to focus on more complex issues.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

JUNE 22, 2023

As a rule of thumb, a CFO is most interested in the financial metrics of call centers—agent efficiencies, cost savings, call center technology investment ROI , etc. Are your customers happy? How are you tracking customer satisfaction and customer experiences? Do your metrics provide answers to these questions?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Connect

OCTOBER 23, 2023

As competition for customer retention and loyalty intensifies, establishing a point of strategic differentiation through contact centre transformation will become a business imperative. paving the way for automated AI-enabled chatbots and super-charged, AI-assisted live agents. By Martin Cross, Chief Strategy Officer at Connect.

Average Handle Time 71

Average Handle Time CRM Virtual Agent Metrics 71

JustCall

AUGUST 23, 2023

But with the modern customers being so discerning, and well-informed, and just a click away from competitors, how can businesses ensure they consistently deliver top-notch service? But beyond tools and technologies, there’s another vital component. Customer Retention: Is your customer experience designed to retain customers ?

Customer Service 52

Customer Service Average Handle Time Feedback First call resolution 52

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. Average Handling Time (AHT). It results in more satisfied customers, better call outcomes, and faster call resolutions.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

NobelBiz

FEBRUARY 22, 2023

And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? Changes are also brought about by new technology. However, neither customer relations nor customers allow improvisation. AI is not a future technology.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

NobelBiz

FEBRUARY 22, 2023

And how can you make customers desire to rediscover the joy of shopping when bad news and new digital habits influence their behavior? Changes are also brought about by new technology. However, neither customer relations nor customers allow improvisation. AI is not a future technology.

Contact Center 52

Contact Center Customer centricity Analytics Abandon rate 52

Netomi

AUGUST 31, 2022

Tracking tickets per customer can help inform resource allocation through the lens of long-term vs. short-term needs. Track where your customers are reaching out from in order to optimize staffing and prioritize channels that would benefit most from technologies like automation. The average is 12h 10 min. Top Topics.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

Global Response

MARCH 18, 2022

The more channels available for a customer to reach you, the more important it becomes to have an omnichannel contact center to provide a streamlined experience for superior customer support. In omnichannel contact centers, advanced technology and systems seamlessly integrate all of the channels you’re operating in.

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

Balto

OCTOBER 27, 2022

Conversation intelligence (CI) software is a tool that can record, transcribe, and analyze speech in sales and customer service calls and chats to improve customer experience. CI software ensures that all team members are informed of key customer information, making it easier to distribute to all involved departments and stakeholders.

Analytics 52

Analytics Average Handle Time Sales Feedback 52

Balto

APRIL 20, 2023

Contact center leaders are tasked with creating as much value as possible with as few resources as possible, without sacrificing the customer or agent experience. And what role does technology play? Companies are evaluating budget cuts in areas other than technology, which is seen as a deflectionary force against economic uncertainty.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Balto

NOVEMBER 28, 2023

Average Handling Time (AHT): AHT is used to measure the average time it takes an agent to resolve the customer’s problem, from the moment they pick up the phone all the way to finishing their post-call work and note-taking. This results in a better interaction quality for your customers.

Quality management 52

Quality management Call Center Management Contact Center 52

Balto

SEPTEMBER 12, 2023

These detailed insights enable you to create personalized experiences for your customers, which make it easier to foster long-lasting relationships with them. By showing each customer that you “remember” that last issue they had with your services, you’ll earn their trust and boost customer retention.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52