Customer Care eBook Self service Service level 
BlueOcean
OCTOBER 6, 2020
What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. This is what relevant service level metrics look like in today’s customer care center.
Playvox
APRIL 21, 2023
For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there. Self-service can be a win-win for agents and customers.
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teleopti
AUGUST 23, 2019
The determination to boost occupancy levels can mean the same results are expected even when skills shortages or sickness play havoc with planned schedules. . AI is like having your own WFM concierge , handling all processes related to schedule requests and offering intraday automation with AI-optimized employee self-service.
Vistio
APRIL 2, 2022
And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And customers are very comfortable moving across channels digitally.
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.
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