CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” Bill White Executive Director – Customer Care, ???Stuller, Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller. Stuller, Inc. 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 most compelling part of the study is why customer problems had increased. Updated June 2020.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. This equates to 22,500 minutes (375 hours) saved per week, extra time that agents can devote to improving customer service. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

AUGUST 7, 2023

The cloud-based system is used by across the company to provide end-to-end automated workflows from initial enquiry through to job completion reporting, invoicing, and customer care follow ups. “During the last few years, we have had to diversify our product and service offering and BigChange has continued to deliver.

Engineering 52

Engineering Management Finance CRM 52

CSM Magazine

NOVEMBER 8, 2022

The system is also improving communication between field-based teams and back-office staff, raising customer service levels and boosting feedback with real-time updates, ETAs and reporting. “BigChange has freed up my time to run the business rather than it running me,” concluded Saunders. ” About BigChange.

Finance 52

Finance CRM Engineering Advertising 52

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. How Well Can You Measure the ROI of Your Customer Service Initiative? The Surge of Mobile Customer Care.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176