SharpenCX

NOVEMBER 5, 2019

With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. Snag a pair of reading glasses and keep your eyes on the page as we talk through how to build call center improvement strategies for a better customer (and agent) experience. .

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

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

TechSee

FEBRUARY 7, 2023

the engine under the hood of ChatGPT), Bard (powered by LaMDA, from Google), and others promise to be able to understand user intent, scrutinize all available documentation or information, and provide contextual answers to every user query. Is Generative AI for Service Too Good to Be True? In a word, maybe.

Chatbots 124

Chatbots Self service call center solutions Average Handle Time 124

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Technology 117

Technology Customer Service Self service Contact Center 117

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Uncompromising Focus on Customer Experience. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. 1 Average Handling Time.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Uncompromising Focus on Customer Experience. Every time. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

SharpenCX

JUNE 28, 2023

First contact resolution — the resolution of a customer’s issue within the first call. This metric helps determine the effectiveness of your call center and contributes greatly to overall customer satisfaction and retention. Average handle time — the amount of time it takes a rep to handle a call from start to finish.

Call Center 67

Call Center Metrics call center software Contact Center 67

JustCall

MARCH 9, 2023

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). What is the Difference Between Customer Service and Customer Support? ” The short answer?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Fonolo

JULY 16, 2019

Given that the average person spends one third of their lives at work, it is no wonder that we develop whole worlds of vocabulary to use within our professional environments. than to say, “Where are we with the average handling time metric this week?” Optimize Your Self-Service Channels. What’s Inside: .

Call Center 103

Call Center Interactive Voice Response Average Handle Time Healthcare 103

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Whisper coaching enables managers to listen in on agents’ calls, and coach them in real time.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

CSM Magazine

AUGUST 25, 2021

At times like these, a Knowledge Management system could prove to be a boon for organisations looking to revamp and revitalise their customer experience and boost customer satisfaction. The dilemma of Customer Satisfaction for today’s demanding customer.

Management 59

Management Abandon rate Average Handle Time Self service 59

TechSee

DECEMBER 2, 2020

Visual assistance technology is a powerful tool for technical support, but it can also help address other customer inquiries, deliberations, and bureaucratic issues. Sharing a view of a physical document, agents can point to a particular line to clarify billing or contract issues, validate coupons, or view damaged goods prior to returns.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Fonolo

APRIL 6, 2020

Service Hub includes a shared email inbox, live chat software, and self-service tools, all of which integrate seamlessly with Aircall for phone support. Allowing you to connect to multiple customer service channels, including rentable telephone lines, live chat, and email queues.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

TechSee

OCTOBER 22, 2019

NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. The metric is used in conjunction with standard metrics like Average Handling Time (AHT) and First Contact Resolution (FCR) which track the contact center agent’s speed and efficiency per call.

Contact Center 84

Contact Center Average Handle Time Metrics Self service 84

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. This reduces unsuccessful transfers, time in queue and average handle times (AHT).

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NICE inContact

NOVEMBER 28, 2018

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence.

Contact Center 48

Contact Center Schedule adherence Average Handle Time First call resolution 48

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Effective training programs require more than thorough documentation as well. Not convinced?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Playvox

OCTOBER 19, 2021

Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents. Worsening the cycle, burnout leads to attrition at a time when contact centers can’t afford to lose agents.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

DMG Consulting

MARCH 1, 2019

Customer Service Is Everyone’s Responsibility. View this document on the publisher’s website. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. By Donna Fluss. Donna Fluss is president of DMG Consulting.

Customer Service 72

Customer Service Average Handle Time Virtual Agent Contact Center 72

SharpenCX

JULY 26, 2023

It also costs you every time a customer gets frustrated and jumps ship. This may include: More thorough knowledge base articles for self-service An integrated customer service system More tailored cross-sell campaigns It prevents customers from leaving.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

Global Response

JANUARY 31, 2023

Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around. And research shows that they don’t— 86% of customers would leave a brand they loved after just a few bad experiences.)

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Customer service diminishes. This will improve campaign performance overall including agents’ service levels. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Babelforce

NOVEMBER 30, 2022

There’s a lot of terminology to get your head around in call centers and customer experience. That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time. Average Time to Abandon (ATA).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Toister Performance Solutions

MAY 13, 2021

One client implemented this tactic, and the results were immediate: #2 Focus agents on first contact resolution (FCR) Stop showing real-time productivity data to agents, including average handle time, emails per hour, and chats per hour. Are your servicing costs (overtime, outsourcing, etc.) extra discounts, etc.)

Contact Center 71

Contact Center Wait times outsourcing Self service 71

Mindtouch

AUGUST 11, 2017

Knowledge-Centered Service (KCS ® ) is a Knowledge Management methodology that seeks to “integrate the creation and maintenance of knowledge into the process of interaction.” In other words, KCS advocates the documentation of knowledge at the moment of creation. That’s a lot of wasted time and money.

Average Handle Time 84

Average Handle Time Coaching Education Self service 84

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. To truly modernize your customer service, you don’t need to choose between AI or human involvement. You need both.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). update personal and payment details, and submit documentation.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Babelforce

JULY 29, 2021

It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). AHT is the average time it takes agents to handle a call, from when they pick up to when they finish after call work. 8 Average hold time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. And it is these experiences that forge lasting connections rather than just merely serve the customer.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Using biometrics, agents can recognize customers, and greet them in a personal manner. Agent decision support. High-level data analysis.

Technology 122

Technology Customer Service Gamification Contact Center 122

Noble Systems

JANUARY 30, 2019

Although technology has influenced the way brands engage with customers, it is the agent’s personal interactions that create meaningful moments and human kinship that heightens the customer experience. And it is these experiences that forge lasting connections rather than just merely serve the customer.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

JivoChat

MARCH 15, 2021

Omnichannel customer service Is made up of all the interactions that happen across the different channels between a business and a customer (or prospective customer). Its goal is to provide a seamless, positive customer experience across all channels. Provide self-service support options.

Customer Service 52

Customer Service Multichannel CRM Upselling 52