CCNG

MARCH 12, 2021

The global pandemic has forever altered customer behavior. A significant opportunity now exists for businesses to expand digital offerings, improve the digital channel experience, and reduce customer effort. Low customer effort drives brand loyalty and reduces cost. She is a long-time CCNG member and contributor.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

Altivon

MARCH 20, 2018

Because each one in its own way increases efficiency and decreases customer effort. But what about customer effort? Studies show that the majority of customers would rather have an effortless experience than a delightful one (CCIQ). Chatbots, Omnichannel and Cloud are three top trends for contact centers.

Chatbots 40

Chatbots Contact Center CCNG Multichannel 40

CCNG

JULY 27, 2022

That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. What key metrics should call centers measure for voice, chat, email, and SMS?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

OCTOBER 19, 2022

(Temkin, 2017) 83% of customers would trust recommendations from the people they know: colleagues, family, friends, etc. London School of Economics, 2005) Customer Effort Score Is CES worth your attention? and 66% would trust other consumer opinions posted online. Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195