Playvox

JUNE 7, 2023

A workforce management solution is a must in a successful customer service center. Essentially, you want to analyze historical and current trends to find out how many contact center agents are needed to handle the volume without the customer waiting for long periods of time. Why Do You Need WFM? How are you forecasting now?

Management 52

Management Contact Center Abandon rate Metrics 52

Fonolo

APRIL 11, 2019

The must-have “ service level ,” call abandonment rates, first call resolution (FCR), average speed of answer (ASA), average time in queue, and other metrics are top of mind for managers and agents alike. How to Reduce Contact Center Costs AND Improve Customer Service. VPs & Directors of Customer Experience.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

ProProfs Blog

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. Capture customer data. Key Takeaways.

Customer Support 106

Customer Support Metrics Surveys Customer retention 106

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Playvox

NOVEMBER 30, 2022

It has never been more important to tighten current processes and deliver experiences that delight—and keep—customers, while also keeping an eye on efficiency. In the live webinar, Radically Operationalized Capacity Planning , I dive into five strategies for improving how you can better do capacity planning.

Contact Center 82

Contact Center Metrics Management Customer Support 82

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. What is Workforce Optimization (WFO)?

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

JANUARY 25, 2022

In a world where ‘work from anywhere’ has become the norm, how do organisations manage the efficient scheduling and forecasting of their staff while keeping teams connected and meeting service levels? The growth of digital platforms has merely increased complexity but not necessarily for the greater good. About the Author.

Average Handle Time 52

Average Handle Time Analytics Technology Metrics 52

Playvox

APRIL 19, 2023

While issues might pop up unexpectedly from time to time, effective time management is a crucial skill that contact center agents can apply to their daily tasks to provide efficient and effective service to customers. Schedule adherence ensures that agents are available when customers need them, providing timely and efficient service.

Time management 56

Time management Contact Center Management Schedule adherence 56

Fonolo

APRIL 16, 2019

If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. How to Reduce Contact Center Costs AND Improve Customer Service. What the Numbers Confess.

Call Center 108

Call Center Contact Center Engineering Construction 108

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

FEBRUARY 11, 2020

You dig through the discarded debris of packaging, find the number for customer service and give them a call. You press 4 to speak to customer service and then…you wait. Digital tools provide a greater level of sophistication to analyze your agents. Watch the on-demand webinar with Lori Bocklund.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. What is Customer Support? Customer Service.

Customer Support 52

Customer Support Self service Feedback Upselling 52

JivoChat

JUNE 1, 2021

Each of these customer touchpoints offer brands an opportunity to improve customer satisfaction, whether it’s an in-store visit, a live chat conversation, or a phone call. If your support or service level is lacking at any customer touchpoints, the buyer’s experience may suffer. Network referrals. Loyalty programs.

CRM 52

CRM Advertising Chatbots Surveys 52

Kayako

MARCH 9, 2017

We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. You can build on each of these eight customer service skills substantially, and give yourself an advantage through your resume, job application, and ace any interview. Train customers through webinars.

Customer Service 71

Customer Service Engineering Coaching Self service 71

Playvox

APRIL 14, 2022

Service quality is as important to a business as the taste of the food coming from the kitchen. No matter what kind of restaurant it is, excellent customer service is crucial to keeping it prosperous. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78

ChurnZero

JANUARY 3, 2020

For me, customer success comes down to 4 important steps: Figure out your priorities when hiring remotely. Develop processes to integrate customer feedback quickly. Jumpstart customer success with great self-help tools. Set ambitious metrics goals. Great customer service starts with passive help. and Europe.

SaaS 64

SaaS Metrics Engineering Feedback 64

SmartKarrot

JANUARY 18, 2022

Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization. Establish performance metrics, service levels, and requirements for objectively measuring service levels and team performance.

B2B 3

B2B Customer centricity SaaS Service level 3

NobelBiz

OCTOBER 17, 2023

Our contact center software solution cost-effective, attracts top talent, and boosts customer service while allowing agents to work comfortably from home. Dive into the world of compliance with our On-Demand Webinar: “Outbound Compliance Survival Kit.” Get in touch with a NobelBiz call center compliance expert.

Call Center 59

Call Center Management Contact Center Analytics 59

Talkdesk

AUGUST 18, 2017

The reporting is fully customizable, allowing business users to create their own visually rich dashboards and reports by dragging and dropping from hundreds of predefined metrics and KPIs. Ytica has four main features that give customers a best-in-class contact center analytics experience: Built-in dashboards and reports focused on key KPIs.

Abandon rate 42

Abandon rate Analytics Contact Center Metrics 42

Comm100

MARCH 27, 2023

Reduce support costs Because a chatbot for education can handle an unlimited number of simultaneous chats, they allow support teams to maintain a high service level without the high support costs. Top benefits of LivePerson include: LivePerson’s AI is built around recognition of customer intents.

Education 65

Education Chatbots Wait times Surveys 65