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The Cost of High Customer Effort

CSM Magazine

In each case, it’s easy to see how a customer might feel they have to try too hard to do business with you. High customer effort often means bad customer experience. Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line.

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Guide to Interpreting Call Center Analytics

Fonolo

Analytics are also called key performance indicators or KPIs. They measure things like call volume, call duration, first call resolution, agent productivity, customer satisfaction, and more. Call duration: The average length of time that a call lasts. The possibilities are endless!

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Is Self-Service Good for Your Business?

CX Journey

Image courtesy of Unsplash Does self-service reduce or increase effort? Not just for customers but also for your business? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology. But what does it do for your company?

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3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA

Uniphore

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there.

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Slaying 6 Myths on Remote Visual Support

TechSee

But capabilities in crises are only an added benefit; visual assistance technology is valuable in “normal” times and an integral part of long-term business strategy – to save costs and optimize services while improving customer experience and satisfaction. lower high call volume. increase customer engagement.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. In the past, call centers primarily interacted with customers by telephone to resolve inquiries quickly and at the lowest cost. However, metrics have changed along with the industry.

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Unhappy Customer Support Agents Mean Unhappy Customers

Mindtouch

But the proper routing of support tickets can shorten resolution time, increase successful outcomes, and curb agent churn. All of these benefits translate to a better customer experience. A sound self-service strategy – What do things look like from the agent’s point of view?