BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. appeared first on.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Tethr

JULY 21, 2020

Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Customer care teams have been using QA scorecards to measure agent performance for decades. Modernizing QA. Driving agent behaviors using AIS.

Coaching 69

Coaching Construction Upselling Scripts 69

SharpenCX

JULY 21, 2020

Build a better customer experience by coaching your agents to success. We call this an omnichannel customer experience. Let’s dig into what it takes to craft an omnichannel customer experience that lowers customer effort. Companies that adopt a more customer-centric stance create significant value.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

NobelBiz

FEBRUARY 22, 2023

How analytics improve your contact center’s business intelligence Increasing your contact center agility Being a customer-centric contact center requires focusing the whole organization’s attention on the clients. Customer Retention It is the percentage of clients who remain loyal to a company after an elapsed period.

Analytics 52

Analytics Call Center Big data Contact Center 52

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Honoring customer channel preference (3.78/5).

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Pointillist

JANUARY 25, 2019

Customers respond using a 0-10 rating scale, with responses grouped into three categories: Promoters (9-10) Passives (7-8) Detractors (0-6) (Read more about NPS: How to Calculate NPS Using Journey Analytics ) Customer Effort Score (CES) Like NPS, customer effort score (CES) uses a single question to gauge customer satisfaction.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. So, what’s a customer-centric company to do?

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40