BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it. Those first three are what we’d expect.

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

Outsource Consultants

JANUARY 3, 2024

In 2024, choosing BPO partners with proven records in agent satisfaction will be crucial for enhancing customer experience and agent proficiency, as satisfied agents tend to stay longer and provide better service. These advanced systems offer dynamic, human-like interactions, transforming customer experiences across industries.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! The Northridge Group needs the contact information you provide to us to contact you about our products and services. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

DMG Consulting

MARCH 13, 2023

CX and Contact Center Priorities and Technology Investments for 2023 March 2023 Each year, DMG Consulting surveys our international customer base of enterprise, contact center, and IT leaders and asks them to share their customer experience (CX) and contact center goals, as well as related technology investment priorities for the upcoming year.

Contact Center 62

Contact Center Technology Average Handle Time Surveys 62

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Identify three to five issues that drive most of your inbound customer contacts. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality.

Call Center 196

Call Center Self service Gamification Contact Center 196

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it.

Metrics 96

Metrics Customer Experience Average Handle Time Surveys 96

NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. Power looked at 124 customer service organizations spanning 13 industries in North America. The survey was conducted between May and June 2020.

Call Center 52

Call Center Average Handle Time Contact Center Self service 52

Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. Historic Call Center & Customer Experience Trends. Consumers feel isolated as it is.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

JustCall

MARCH 7, 2023

This software helps the business gather information about how well the customers are being served by the agents in terms of key performance metrics, like average handle time, response time, CSAT score, and much more. You can analyze how effective your self-service tools are using these analytics.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

Fonolo

FEBRUARY 18, 2021

Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Gather customer feedback. Most contact centers gather customer information through surveys, questionnaires, and call center recordings. Can you offer self-service channels on your website?

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

TechSee

DECEMBER 22, 2019

The ongoing shift to self-service has brought about many positive changes to the customer service field. Fewer customers now require assistance from live agents to pay bills or carry out other simple tasks. Helping customers resolve tricky issues puts pressure on the contact center in several ways.

Call Center 124

Call Center Personalization Contact Center Self service 124

HGS

APRIL 24, 2018

What Is Good Customer Service? The road to optimized customer experience is a long and winding journey, and you may find yourself often asking, “Are we there yet?” In other words, do you think your company’s customer service is better than it really is? Start with Answers to 5 Questions.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

Eptica

JANUARY 9, 2019

How AI can help transform VoC programs New Artificial Intelligence techniques are central to ensuring Voice of the Customer strategies provide business value. How to reduce Average Handling Time and improve quality In 2018 we ran a series of posts designed to spread best practice when it comes to customer service and customer experience.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

SharpenCX

JUNE 28, 2023

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. The best way to gather this data is through customer feedback surveys.

Call Center 67

Call Center Metrics call center software Contact Center 67

teleopti

JANUARY 22, 2019

Digital channels including email, web chat, instant messaging and social media are now accepted channels for service provision and their use is being driven by customer demand. The desire to provide 24/7, fast and simple service means that organizations are searching for ways to power this without huge resourcing investment.

Customer Experience 48

Customer Experience Average Handle Time Self service Technical Support 48

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

Fonolo

NOVEMBER 29, 2022

FACT: According to Zippia, only 48% of employees surveyed believe their company’s leadership abilities are “high-quality”. Determine what your employees think of your leadership skills with an anonymous survey. Average handling time (AHT). Customer satisfaction (CSat) score. First call resolution.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

UJET

DECEMBER 10, 2020

And you can leverage Virtual Agents’ artificial intelligence (AI) to level up your customer experience in a big way. Once the Virtual Agent has the necessary payment information, the customer can return to their call with the human agent with the peace of mind that their personally identifiable information (PII) is secure.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

UJET

DECEMBER 10, 2020

And you can leverage Virtual Agents’ artificial intelligence (AI) to level up your customer experience in a big way. Once the Virtual Agent has the necessary payment information, the customer can return to their call with the human agent with the peace of mind that their personally identifiable information (PII) is secure.

Virtual Agent 72

Virtual Agent Customer Service Interactive Voice Response Average Handle Time 72

DMG Consulting

NOVEMBER 30, 2023

Because GPT-4 and similar generative AI technologies can produce realistic humanlike text, they have a wide range of uses in contact centers as well as other customer experience-oriented functions. These solutions also include self-service capabilities to assist employees with internal activities such as scheduling and HR processes.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

Ansafone

OCTOBER 20, 2017

For call center managers, metrics monitoring is all in a day’s work, from first call resolution to average handle time, agent absenteeism and much more. Customer Experience. You no doubt already understand the importance of providing stellar customer experience. Service Quality. Efficiency.

Interactive Voice Response 91

Interactive Voice Response First call resolution Average Handle Time Contact Center 91

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

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54

ConvergeOne

MARCH 16, 2021

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. Depending on the survey, the numbers suggest that at least 8 out of 10 callers prefer to be authenticated using voice biometrics over traditional knowledge-based authentication.

Contact Center 72

Contact Center Interactive Voice Response Average Handle Time Self service 72

CSM Magazine

DECEMBER 12, 2019

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. If an interactive voice response (IVR) system is difficult to use, customers either hang up or zero out to an agent, raising inbound call volume and prolonging average handle time.

Interactive Voice Response 52

Interactive Voice Response Customer Experience APIs Average Handle Time 52

Fonolo

MAY 16, 2023

Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. DID YOU KNOW: Call-backs help smooth call volume spikes and act like an insurance policy during busy times. Every contact center uses them. They improve CSat scores and help with agent retention, too!

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

NICE inContact

MARCH 10, 2016

Customer Satisfaction : Customer satisfaction indicates how your agents performed in solving customer issues. This can be done in a variety of ways, including with Customer Satisfaction Surveys that are sent out after a call or chat. This includes any wait time, as well as time spent with an agent.

Metrics 55

Metrics Call Center Average Handle Time First call resolution 55

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

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

Balto

NOVEMBER 8, 2022

The Average Response Time (ASA) corresponds to the average duration between receiving an incoming call and an agent responding to it. The metric can be useful in determining how accessible the service is to customers by measuring the average speed of the answer. Customer Satisfaction Score (CSAT).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Solvvy

FEBRUARY 5, 2020

When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . Conduct Competitive Research.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Solvvy

JANUARY 7, 2020

And trust us, your customers are going to notice as soon as they need to get in touch about a support issue and get stuck on hold for 15 minutes just waiting to get ahold of a human being. Your glossy influencer campaigns and slick videos are no match for a horde of angry customers. Start with a Customer Expectations Survey.

Average Handle Time 48

Average Handle Time Self service Benchmark Customer Support 48

Hodusoft

DECEMBER 28, 2022

Businesses need a strong communication strategy to deliver seamless customer experiences. Such metrics help businesses identify agents’ strengths and weaknesses and work on specific areas for maintaining a better customer experience. It shows how efficient the call center operations are in solving customer issues.

Best practices 52

Best practices Call Center Metrics call center software 52

Squelch

MAY 27, 2019

This article, “ The Importance of Data for Superior Customer Experience and Business Success ,” was originally published on Inside the Salesforce Ecosystem on May 23, 2019. The numbers speak for themselves: 86 percent of customers will pay a higher price (up to 18 percent more in some cases) for a better experience.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Customer service diminishes. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. In return, the customer experience will improve and the agent frustration will be reduced. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Babelforce

JUNE 9, 2022

What are the benefits of customer centricity? The benefits of a customer-centric approach come down to having happier, more loyal customers. Becoming customer-centric is a good way to ensure you always offer the best possible customer experiences. How can contact centers become more customer-centric?

Customer centricity 52

Customer centricity Call Center Journey mapping Average Handle Time 52