Beyond Philosophy

MARCH 2, 2016

New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. They analyzed four million phone calls from 2013 to 2015. Take for instance the likelihood that your caller will feel frustrated when on hold for your call center and hang up on you.

Consulting 278

Consulting Consulting Call Center Call center experience 278

CCNG

OCTOBER 19, 2022

Bain, 2014) 54% shared bad experiences with more than five people and 33% shared good experiences with more than five people. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Global Response

FEBRUARY 17, 2025

Track trends, take into account peak seasons, and establish trends. Case study: How VoC data improved a clients call center experience In 2013, Rack Room Shoes embraced social media monitoring as part of their customer care strategy. First, capture these metrics at their baseline.

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Fonolo

NOVEMBER 17, 2020

More and more, customers simply want to solve inquires on their own – especially for simple questions like “what’s the balance on my account.” The problem is that users are complaining about poor online experiences (57% according to Harvard Business Review), and therefore they’re forced to just dial into the call center.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176