Vcaretec
JUNE 6, 2022
It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold. Clients met all of their customer care goals, even on the busiest shopping days of the year.
Hodusoft
FEBRUARY 29, 2024
Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. Striking a balance between quick issue resolution and maintaining service quality can be challenging. That’s quite shocking. Especially in the MSP industry, where a minor mistake can have huge ramification.
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Eptica
JULY 6, 2016
Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. Here are six interesting trends and findings that we uncovered from the report: 1. Published on: July 06, 2016.
Call Experts
JULY 27, 2023
Businesses can analyze metrics such as call volumes, response times, customer feedback, and issue resolution rates through analytics and reporting tools to identify trends and improve processes. Critical Metrics for Customer Service Call Center Success. Here are our top 8 most frequently asked customer service call center questions!
Playvox
JULY 14, 2023
phone or digital), and are they taking breaks at the most optimal times to maintain service levels. To minimize the percentage of unproductive time periods, you need a workforce management (WFM) solution that will accurately forecast multichannel agents across all channels in your business. What is the occupancy rate?
Eptica
MAY 6, 2020
The findings clearly reveal how many banks are still struggling with becoming truly multichannel, at a time when this is becoming increasingly important. The COVID-19 crisis is accelerating existing trends in banking around digitisation and a need to increase engagement.
CSM Magazine
JUNE 24, 2021
Modern unified WEM solutions capture every customer interaction while providing a comprehensive view of things that affect customer service – such as agent engagement levels or whether behind-the-scenes processes are holding them back. To discover what channels matter to your customers, simply ask them.
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