Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Is it possible to spend more time with customers?

Customer Experience 92

Customer Experience Metrics Morale Feedback 92

BlueOcean

FEBRUARY 7, 2019

We are big fans of the “Willingness to Assist” (WTA) metric which we measure through post-contact surveys. WTA is an actionable coaching point for your agents and relates directly to the customer experience. A high NPS score after one successful interaction doesn’t guarantee a customer won’t switch brands next month.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

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. A Friction-less Experience Will Be Mandatory.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40