The Northridge Group

NOVEMBER 9, 2022

Companies are offering more and more channels for customer service, including phone, email, chat, and self-service options. Self-service digital options are becoming more popular, but as companies make it easier for customers to answer simple questions online, associates are having to deal primarily with the more complex issues.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

Global Response

JANUARY 9, 2023

It’s not just that customers feel more understood though—empathetic customer service agents are more likely to understand the heart of the issue, therefore providing more creative and satisfactory solutions faster. This can lead to faster handle times, improved first call resolutions, and of course, more satisfied customers.

Customer Service 62

Customer Service Brand ambassadors Feedback Self service 62

aircall

NOVEMBER 3, 2016

Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. To truly exemplify speed and efficiency, your support team’s objective should be first call resolution. Frequent first call resolution is a great indicator of customer satisfaction.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

aircall

NOVEMBER 3, 2016

Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. To truly exemplify speed and efficiency, your support team’s objective should be first call resolution. Frequent first call resolution is a great indicator of customer satisfaction.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Contact Center

Tethr

OCTOBER 2, 2020

Chapter 3: Typical components of an effortless customer interaction Chapter 4: The easiest ways companies can reduce customer effort in their customer interactions Chapter 5: Automate effort scoring and close the customer feedback loop to make every customer interaction effortless. Chapter 1: What is a customer interaction?

Customer effort 109

Customer effort Customer Care Coaching Surveys 109

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center