Playvox

APRIL 21, 2023

While customers do expect to be able to move across channels to complete their service journey, you need to make sure you’re ready to staff and monitor each channel properly to ensure costs don’t creep up. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Connecting the Dots

SEPTEMBER 7, 2020

If the customer took a survey, how would they rate the call? – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. Many such issues revolve around internal customer service and service level agreements (SLAs).

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

If the customer took a survey, how would they rate the call? – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. Many such issues revolve around internal customer service and service level agreements (SLAs).

Surveys 48

Surveys Education Calibration Contact Center 48

BlueOcean

NOVEMBER 13, 2019

In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user. In the next few paragraphs, we will make the case for content review having a natural home with your outsourced customer care provider. Let’s look at an example.

outsourcing 48

outsourcing Contact Center Calibration Average Handle Time 48