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

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set. Reserve your place here.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Callminer

AUGUST 6, 2019

For big-ticket purchases needing delivery, the company used automation to prompt agents to begin outbound calls to customers scheduled for an upcoming delivery. From the customer’s point of view, it delivered a positive experience, while saving inbound calls to the center. Track all of the important call center metrics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140