Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Kayako

OCTOBER 29, 2015

This means that not only do you have very little knowledge of the operations that are going on in the support team, but you also have no way of knowing what your customers are saying to your support team about your product or service. The tools and metrics aren’t aligned.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Customer Guru

JANUARY 3, 2018

The next lap of the journey began in 2011 when Matrix Partners made its first investment with us. Since 2011, it has been a completely different journey, scaling the number of units across Chennai, Gurugram, Mumbai, Pune, Navi Mumbai, Chandigarh, and Delhi, whilst keeping the ground solid and improving consistently.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). The 2017 Customer Rage Study found that 56% of respondents had a serious problem with a product or service in the last year — a 6% increase from 2013.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

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. LivePerson focuses on big data, providing student intent and engagement metrics through their chatbot platform.

Education 91

Education Chatbots Wait times Surveys 91

Comm100

NOVEMBER 13, 2022

As online service demands became more challenging during the pandemic, organizations needed to ensure they were taking care of agents on the front line. This meant a shift away from efficiency metrics towards agent wellbeing. Founded: 2011. Expect to see this trend continue, as there remains much room for growth in this area.

Customer Service 97

Customer Service Chatbots Best practices Surveys 97