Fonolo

JUNE 9, 2020

A high FCR is a great sign that your agents are knowledgeable and fully-empowered to help your customers. Customer Satisfaction. Gathering feedback from customers has become an industry standard for contact centers. After all, customer satisfaction is arguably the biggest indicator of your team’s success.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Kayako

MARCH 10, 2016

Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams have to adhere to SLAs, which are contractual agreements to provide service within an agreed time frame. When it comes to customer service, SLAs can mean so much more. Look at industry standards.

Service level 50

Service level industry standards Metrics Customer Support 50

SmartKarrot

MAY 11, 2023

Apply here: [link] Role: Customer Success Specialist Location: Minneapolis–Saint Paul, WI, United States (On-site) Organization: Robert Half As a Customer Success Specialist, you’ll resolve challenging situations and problems. Deliver first-rate customer support over the phone and/or email in a busy setting.

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

SmartKarrot

DECEMBER 2, 2020

Role: Director of Customer Success Location: Remote, San Francisco, CA, US Organization: Wonderschool As a Director of Customer Success, you will manage, coach, inspire a talented team of technical Onboarders and customer support/success. Create NPS scoring and exceed industry standards.

Upselling 10

Upselling Best practices Enterprise Technical Support 10

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. The manual, time-consuming approach means that you’ll have to compromise and make your coaching sessions much more generic than they should be.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

JustCall

OCTOBER 6, 2023

Most customer support analytics will fall under the following categories: Speed Metrics 90% of customers appreciate an “immediate” response after a customer service or support query. Apart from measuring success, it is also a metric of customer support accessibility. Well, we’ve got you covered.

Metrics 52

Metrics Contact Center Benchmark Average Handle Time 52

Hodusoft

JUNE 7, 2024

It encompasses everything from forecasting, hiring employees, agent training and coaching, workforce scheduling, professional handling of customer contacts, and many more. These KPIs help management in identifying trends, industry standards, and implanting required solutions for improving the overall call center performance.

Best practices 52

Best practices Call Center Omni-channel support Management 52

SmartKarrot

NOVEMBER 23, 2022

You are the industry guru, and you coach new and veteran employees on the company’s service offerings, market trends, and industry standards. You will drive the Customer Success strategy and mentor the team on the best ways to support the clients from pricing to invoice and everything in between.

Coaching 19

Coaching industry standards Finance B2B 19

Tethr

OCTOBER 2, 2020

A cheat-sheet on how to improve your customer effort score with Tethr. One customer interaction can undermine an entire customer experience. Today’s customers are engaging everywhere: from social media and open text messengers to live chatbots, email and SMS. Especially the last part of that interaction. to NOT DO?!

Customer effort 105

Customer effort Customer Care Coaching Surveys 105

NobelBiz

NOVEMBER 26, 2021

Your agents’ average time in comparison to industry standards. Measuring at each step of the customer journey and point of contact the degree of satisfaction. Call Whispering Quality training for your contact center agents is a must if you want to provide excellent customer support.

Best practices 52

Best practices Management Contact Center Cloud contact 52

JustCall

APRIL 5, 2023

Helpful Customer Support JustCall extends 24×7 customer support through calls, emails, and chats. One can say that 8×8 does the same, but here’s the kicker – the issues raised by JustCall customers are immediately addressed. However, the same is not the case with 8×8. This parameter is key to selections.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

Creative Virtual

JULY 18, 2019

The tool understands questions asked in natural language, as well as common abbreviations used by agents, and can guide agents through processes and forms step-by-step as they assist customers. By bringing together automated and human support, organisations can create the seamless, omnichannel experience customers want.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40