The Northridge Group

NOVEMBER 9, 2022

Companies are offering more and more channels for customer service, including phone, email, chat, and self-service options. If the associate isn’t able to quickly identify where that person is on their customer journey, and what steps have already been taken, the customer may feel frustrated. INCREASED ISSUE COMPLEXITY.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

Global Response

JANUARY 9, 2023

And obviously, good customer service starts with good customer service skills. With skilled customer service representatives , your support for customers is more effective, personalized, valuable and simply easier. While most agents receive training during the onboarding process, training after that can be lacking.

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

Do our customer relations bridge the gap between our customer’s pain point, their expectations and the actual service experience they have with us? Are our customer interactions creating happy customers, loyal brand ambassadors? Are we easy to do business with for our customers in every interaction we have with them?

Customer effort 108

Customer effort Customer Care Coaching Surveys 108

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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