Solvvy

AUGUST 31, 2022

There are lots of theories about what influences consumer’s purchasing decisions, including the theory that 95% of purchasing decisions occur in the subconscious. What is a CSAT Score? What Is Customer Satisfaction? What is CX? What is CES? How is a CSAT Score Calculated? Multiple factors affect CX.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Management 207

Management Customer Service Consulting Consulting 207

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.

Service level 142

Service level Call Center Abandon rate Metrics 142

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Management 182

Management Customer Service Consulting Consulting 182

3CLogic

JANUARY 24, 2024

When a customer contacts your business, what’s their first impression? Are they met by long wait times and low-performing agents? Why should you consider using AI in your contact center? What are the best approaches to implementing AI? Or is the opposite true? How do you know if the benefits outweigh the potential risks?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Pointillist

APRIL 26, 2018

What is a single customer view? What Is a Single Customer View? A single customer view enables companies to understand and better engage with customers by knowing who they are and what they are looking for. By Swati Sahai. Wouldn’t it be nice if companies already knew the context when we reached out? Is that too much to ask for?

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

Nicereply

NOVEMBER 7, 2023

You’ve just gotten promoted to manager of your customer support team, and you’re thriving. Here’s how to give constructive and actionable negative feedback with many real-world negative performance feedback examples, so you can improve how you phrase and approach it. But it doesn’t have to be.

Feedback 59

Feedback Construction Scripts Engineering 59

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Would you describe yourself as patient, and what do you do in situations where your patience is being tested?”. Download Now.

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

aircall

MAY 24, 2021

It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. What Is a Digital Transformation Framework? We live and work in the cloud era.

Best practices 62

Best practices Call Center Technology Analytics 62

Fonolo

SEPTEMBER 4, 2019

When it comes to metrics for tracking call center performance, service level is the undeniable king of the hill. It’s a measure of how quickly calls are answered by agents. The most typical target is “80/20” which means 80% of calls are answered within 20 seconds. it continues to be the default. About the Report.

Service level 57

Service level Surveys Abandon rate Call Center 57

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96

Comm100

SEPTEMBER 7, 2017

In your opinion, what makes for great customer service? It provides key information about how familiar your candidate is with the role, and whether they know the basics of what will be required of them as a live chat agent. eBook] The Guide to Becoming a Top Performing Live Chat Agent.

Average Handle Time 44

Average Handle Time Customer Service Feedback Call Center 44

AWS Machine Learning

JANUARY 20, 2023

A trusted leader in AI, Internet of Things (IoT), customer experience, and network and workflow management, CCC delivers innovations that keep people’s lives moving forward when it matters most. This post is co-written by Christopher Diaz, Sam Kinard, Jaime Hidalgo and Daniel Suarez from CCC Intelligent Solutions.

APIs 65

APIs Engineering Telecommunications Construction 65

PeopleMetrics

JANUARY 28, 2021

My name is Madeline, and I am the Marketing Manager here at PeopleMetrics, and I joined the team in 2017 - just about four years ago. So why don't we go around and have you all introduce yourselves to everyone - and say what year you joined the team. It's been my greatest privilege. It's been 20 years, I never could have imagined it.

Feedback 62

Feedback Surveys Customer Experience Analytics 62

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. Rob Maynard , Contact Center Architect for Cisco.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

APRIL 17, 2019

But standing in your way are existing customer data management challenges. What are Customer Data Platforms? Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high.

Analytics 51

Analytics Journey mapping Multichannel Government 51

aircall

AUGUST 10, 2016

They say you can’t manage what you don’t measure. Knowing what and how to measure is particularly true in a call center, where key performance indicators such as first call resolution, customer satisfaction, cost per call, etc are a prerequisite for effective decision-making. Cost per call.

First call resolution 48

First call resolution Call Center Metrics Abandon rate 48