CCNG

MARCH 12, 2021

The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. Online shopping and digital tools have become the" new normal," and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater.

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). From a customer experience perspective, it requires more than channel choices.

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. Also, with the improvement in self-service, call volume typically consists of a more complex series of calls, which AHT can measure less predictively.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.” Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195