Callminer

FEBRUARY 5, 2020

Service level describes the number of services provided to customers over time. Customer Effort Score. Customer Effort Score (CES) tallies up the overall difficulty customers had in using your services. For the most part, this metric helps in defining your top operating speeds and capacities. Automation.

Best practices 251

Best practices Call Center Metrics First call resolution 251

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. This post will help you zero-in on those technologies and best practices proven to produce results.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Callminer

MARCH 2, 2020

To learn about how speech analytics can help boost customer satisfaction, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Track Customer Effort. Consistently solving customers’ problems on first contact is tricky, but not impossible.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

SmartAction

SEPTEMBER 25, 2018

The following is an excerpt from Frost & Sullivan’s white paper, “The AI-Powered Virtual Agent: Actionable Strategies for Contact Center Leaders.”. Read the full paper to find out how leading companies are using cloud-based virtual agents to automate more in their contact centers.

Virtual Agent 40

Virtual Agent Interactive Voice Response Contact Center Self service 40

Comm100

NOVEMBER 15, 2017

This is because, as the Harvard Business Review puts it, “delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.” First contact resolution is a necessary part of reducing customer effort and increasing customer satisfaction.

First call resolution 45

First call resolution Metrics Best practices Customer Service 45

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Another way to determine what to include is to review customer feedback. Your knowledge base can include : Quick-start guides. How-to instructions.

Customer Service 62

Customer Service Self service Engineering Customer Support 62