Callminer

FEBRUARY 4, 2021

As well, a specific focus on compressing Average Handle Times (AHT) allows organizations to maximize their limited capacity. If human connection and empathy is central to the customer experience, the ultimate objective is answering the call. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At

Call Center 345

Call Center Contact Center Finance Consulting 345

Fonolo

APRIL 12, 2018

This book proposes a different approach that transforms customer support from a required, yet often neglected department, to one that can generate recurring business. 5) Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. Average Handle Time. Author: Jeanne Bliss.

Customer Experience 57

Customer Experience Chief Customer Officer Average Handle Time Call Center 57

Contact Center Geek

MARCH 7, 2018

In her book, Chief Customer Officer 2.0 , Jeanne Bliss, wrote about the five competencies for customer-driven growth (see also [link] ). It is our job to fight for what is right for our team members, and to manage costs appropriately. In some cases, they can drive the opposite behavior.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).

Management 88

Management Self service Chief Customer Officer Chatbots 88