aircall

JULY 7, 2021

Call center analytics collects information from all your customer interactions, analyzes it, and turns it into actionable insights. At the same time, call center speech analytics alert call center managers when they need to step in and de-escalate the situation. 6 Types of Call Center Analytics. Call Center Text Analytics.

Call Center 62

Call Center Analytics Self service Sales 62

ProProfs Blog

AUGUST 28, 2020

Prime Reading – You can borrow eBooks, comics, and more from the Prime Reading catalog and read them on your Kindle E-reader or the free Kindle reading apps for Android, iOS, PC and Mac. In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines.

Self service 157

Self service Feedback Airlines Metrics 157

Comm100

MAY 28, 2020

As a manager, it is your responsibility to assess your company’s KPIs and use your findings to make any appropriate adjustments to your live chat team. Similarly, a utilization rate that is too high may result in rushed chats, mistakes in documentation during wrap-up, negative customer feedback, and agents who are stressed out.

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52

Solvvy

JULY 8, 2022

You may have heard, “You can’t manage what you can’t measure.” Take customer satisfaction. Even customers can struggle with quantifying how happy they are with your services. Managers can use those metrics to guide strategy improvements and employee training. What is Net Promoter Score (NPS)?

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Mindtouch

MAY 24, 2019

A mature content experience has two main components: Seamless content delivery – customers can access the exact information they need in whichever channel they are interacting. Feedback loop to business objectives. Their self-service journey cannot happen successfully without your focus on next-gen knowledge management.

Self service 84

Self service Chatbots Metrics Feedback 84

ChurnZero

SEPTEMBER 16, 2021

Stage in the customer lifecycle journey — how recently did they sign up for a subscription? Level of engagement with your customer success management (CSM) or other customer support interactions. Customer Effort Score (CES) — how much effort is your customer putting into solving an issue they might be having?

Customer retention 52

Customer retention SaaS Education Feedback 52

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the team’s performance and make improvements to service. When it comes to the frequency of submitting results, managers usually choose to report on a weekly or monthly basis.

Metrics 46

Metrics Customer Service Abandon rate Surveys 46

Nicereply

JANUARY 18, 2023

Help desk software is a tool that allows customer support teams to capture, centralize, and efficiently manage customer questions, issues, and requests – commonly referred to as ‘tickets’. That is why it is also known as a help desk ticketing system or a ticket management system.

Self service 52

Self service Analytics Enterprise APIs 52

Comm100

APRIL 12, 2018

A report released by Forrester explains that 72% of enterprises have made customer service management a top priority, showing just how much organizations are prioritizing the customer experience. All these involve asking a customer to answer a simple question after they contact your business and get their issue resolved.

Customer Experience 62

Customer Experience Surveys Feedback Metrics 62

Pointillist

JULY 25, 2018

The Champion may or may not be the Project Manager (if not, then make sure to recruit an experienced project manager to organize the project and keep everything on track!). Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

The Champion may or may not be the Project Manager (if not, then make sure to recruit an experienced project manager to organize the project and keep everything on track!). Those Users that the Stakeholders trust for unvarnished feedback should have enough hands-on experience to be able to provide meaningful feedback.

Analytics 43

Analytics Metrics Government Journey mapping 43

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. Customers aren’t the only ones who experience pain points.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40