ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 351

Customer Experience Transportation Feedback Metrics 351

Expivia

DECEMBER 8, 2020

You can log in, see your stats, watch your agents, watch your service levels, and do all this in real-time. In the 90s, it may have been more common that call centers would fudge their numbers or lie about service levels and conversion rates. Customer service and customer care is our primary service.

outsourcing 52

outsourcing Call Center Analytics Service level 52

Expivia

DECEMBER 8, 2020

You can log in, see your stats, watch your agents, watch your service levels, and do all this in real-time. In the 90s, it may have been more common that call centers would fudge their numbers or lie about service levels and conversion rates. Customer service and customer care is our primary service.

outsourcing 52

outsourcing Call Center Analytics Service level 52

SharpenCX

MARCH 30, 2021

When your CRM, ticketing system, and call center platform all have different customer information, it’s hard to get an accurate picture of what’s happening with your customers. Use Gartner’s five KPI categories for customer experience as your guide. Employee engagement: How engaged are my agents?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

These businesses strive to identify what their customers want, and do their utmost to fulfill their needs, wants and requirements with the products and services that they offer. These businesses also excel in customer-care and after-sales service. Share responsibility and construct a common goal.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. How Well Can You Measure the ROI of Your Customer Service Initiative? The Surge of Mobile Customer Care.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176