Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

Fonolo

SEPTEMBER 30, 2022

A new hire who is experienced in face-to-face customer service might not fare as well over the phone at first. This will improve KPIs in the long run, including Average Handle Time, Customer Satisfaction (CSat), and First Call Resolution (FCR). Working with goals and targets.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

Balto

NOVEMBER 28, 2023

Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions. Not to mention, customer surveys tend to be skewed.

Quality management 52

Quality management Call Center Management Contact Center 52