Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN. They were tasked to deal with enquiries like these: A customer didn’t receive a shipment. A customer had an item held at customs.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Callminer

AUGUST 1, 2017

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. This will improve campaign performance overall including agents’ service levels. First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

JustCall

AUGUST 8, 2023

By accurately forecasting market trends and analyzing data, AI algorithms can optimize service levels, reduce transportation costs, and ultimately save money. But here’s the catch: Since UPS started using ORION in 2012, they’ve been driving 100 million fewer miles and saving 10 million gallons of gas every year.

Transportation 52

Transportation Chatbots Engineering Enterprise 52

LiveChat

JUNE 25, 2018

These knowledge bases provide extra help and choice to customers looking to self-serve, significantly improving perceptions of service quality, while potentially eliminating extraneous resource required in the form of support agents required to answer repetitive customer queries.

SaaS 28

SaaS Self service Customer Support Customer Experience 28

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. 5) Social Media is Synonymous With Customer Support. So what does this mean for customer support?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartKarrot

FEBRUARY 16, 2022

According to 71% of consumers, customer service at large organizations has stayed the same or gotten worse in the past few years. 38% of respondents of a recent survey on CX, enhancing service levels is the top aim for contact centers in 2022. How are B2B companies driving customer experience?

Customer Experience 10

Customer Experience B2B Advertising B2C 10