Natalie Petouhof

FEBRUARY 17, 2016

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center.

Customer Experience 56

Customer Experience Customer Service Average Handle Time Customer Care 56

Horizon CX

MARCH 19, 2022

Let’s start with a brief definition of AI to get us on the same page. Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem. I tried that to no avail.

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

Dialer 360

APRIL 16, 2020

Call Center Metrics are known as parameters to test the contact center services. Better contact center metrics can help you in the SWAT analysis of your industry. All these call center metrics are trending in 2020 and play a vital role in determining KPI and overall performance. Average Time Call in Queue.

Metrics 30

Metrics Call Center Abandon rate Contact Center 30

delighted

SEPTEMBER 20, 2019

“Customer experience” was strictly customer service-driven and incredibly retroactive — something that was only monitored or addressed post purchase. While problem solving, or customer support, is an integral part of customer experience, it does not entirely reflect today’s modern, more proactive definition of customer experience.

Customer Experience 45

Customer Experience Customer Service Surveys Self service 45

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. It’s definitely happening in SMB, it’s happening in mid-market, it’s happening all around the world. We’ve been in the business for a long time.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. It’s definitely happening in SMB, it’s happening in mid-market, it’s happening all around the world. We’ve been in the business for a long time.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. And yet, Lauren presented data that only 57% of contact centers monitor interactions other than voice, e.g., email or chat, for quality.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Verint

SEPTEMBER 29, 2017

They offered good illustrations of how the company was customer-focused, but all agreed there could be more structure and definition to the efforts going forward. One of the best ways our senior executives support our CX program is the way they make business decisions—through the lens of customer experience.

Customer centricity 34

Customer centricity Analytics Average Handle Time First call resolution 34

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561