CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

The Northridge Group

JULY 20, 2023

Additionally, in the recent 2023 State of CX report conducted by The Northridge Group , survey responses revealed that while nearly 50% of consumers had knowingly spoken to a customer service associate working from home, almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

aircall

DECEMBER 13, 2018

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? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey.

Surveys 54

Surveys Customer Support B2C CRM 54

AWS Machine Learning

MARCH 31, 2023

In a recent survey conducted with Kentucky citizens, more than 50% actually wanted help without speaking to someone,” says Drew Clark, Business Analyst and Project Manager at KYTC. Callers experienced an average handle time of 5 minutes or longer—an undesirable situation for both the callers and the DVR contact center professionals.

Virtual Agent 77

Virtual Agent Self service Transportation Customer Experience 77

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

TLC Associates

JUNE 20, 2019

Their survey finds that 60% of consumers start shopping before Thanksgiving but only 21% start before November. Even an overemphasis on average handle time can skew these numbers. Average Handle Time – If your handle times were low, know that this KPI is not necessarily a reflection of your agents’ capabilities.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

TechSee

JUNE 4, 2019

The survey further highlights that improving employee engagement and empowerment is the number one priority for contacts centers in 2019, while increasing the focus on coaching and development emerged as another top priority in the Workload/Performance category. Get in the game. Make the workplace fun again. On-the-job learning.

Call Center 117

Call Center Technology Gamification Coaching 117