Taylor Reach Group

MAY 18, 2018

So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Kayako

OCTOBER 29, 2015

If your support team isn’t using the same tools as the rest of the business this means it’s difficult to use the same tags, adhere to the same service level agreements (SLAs) and generate the same reports. For instance, if their only metric is service level agreements, the quality won’t be in line with an inhouse team.

outsourcing 114

outsourcing Customer Support Feedback Surveys 114

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community. EXPERT SESSION – Schedule and Forecast To Help Agents Win. Todd Hixon Capacity Manager, Hulu. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

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

Customer Interactions

APRIL 30, 2012

The rail operator transported over 14 million passengers in 2011. For Aeroexpress, it was clear from the onset that achieving a faster return on this investment would be contingent on exceptional service levels – the kind of service that drives high ridership.

Transportation 28

Transportation Service level Management 28

Eptica

MARCH 31, 2017

This builds on studies carried out since 2011, and to add further depth the 2017 Eptica Retail Conversation Study also surveyed consumers – how satisfied are they with their retail experience? The topline results highlight a gap between reality and consumer expectations.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

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. Bots that are built to connect students with resources proactively.

Education 91

Education Chatbots Wait times Surveys 91