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. Interesting, isn’t it? A new report from J.D. The result?
Solvvy
FEBRUARY 5, 2020
For instance, Hubspot found that the average handling time (the time it takes to resolve a customer’s issue from start to finish) varied by more than 30% from one industry to another, with average handling times of 10 minutes in the gaming & gambling industry, and nearly 17 minutes in the web hosting industry. .
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Solvvy
JANUARY 7, 2020
What types of support requests do you prefer to handle via self-service v. a guided service experience? What brands in this industry have provided you with great customer service, and what’s impressed you about them? Learn more about building a game-changing customer experience in our free ebook.
BlueOcean
OCTOBER 6, 2020
What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?”
Noble Systems
JANUARY 30, 2019
After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Create content on common questions and make it available as a self-service option.
Noble Systems
JANUARY 30, 2019
After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Create content on common questions and make it available as a self-service option.
Babelforce
APRIL 28, 2021
Anything you do to reduce hold time will make a huge difference to the customer experience. Offering self-service support will help, as will hiring more reps. 3 Use self-service to let customers help themselves. Number two is that the support is available in real-time. Take Average Handling Time.
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