BlueOcean
MARCH 24, 2022
When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? But that’s shifting—and fast.
CX Accelerator
DECEMBER 31, 2018
Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.
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Serenova
AUGUST 25, 2020
An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. This ultimately means better experiences for your customers. Supports schedule compliance. Minimize hold time.
Playvox
AUGUST 25, 2022
There are a couple of different ways to help customer service agents understand the ways each of them can positively or negatively impact service levels. Power of One Customer Care and Contact Center Exercises. One side represents customers and the others serve as customer support agents.
Toister Performance Solutions
OCTOBER 26, 2017
Twitter: @bradcleveland Explain the “why” behind schedule adherence, the importance of being “in the right place at the right times.” The relationship between staff and service level is not linear – it’s exponential. Director of Customer Experience, FCR. Blog: Customer Service Life. Here's what they shared.
Serenova
AUGUST 25, 2020
An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. This ultimately means better experiences for your customers. Supports schedule compliance. Minimize hold time.
Global Response
DECEMBER 2, 2022
Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Basic KPIs There are many KPIs, but some of the most commonly used customer service metrics follow. Abandon rate. Also known as utilization.
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