Callminer

JANUARY 18, 2021

Encourage agents to cheer up callers with more flexible scripting. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Minimise language barriers with better hires. This is short-sighted.

Best practices 226

Best practices Call Center Contact Center Scripts 226

AWS Machine Learning

JUNE 28, 2022

The input data is a multi-variate time series that includes hourly electricity consumption of 321 users from 2012–2014. Amazon Forecast is a time-series forecasting service based on machine learning (ML) and built for business metrics analysis. For HPO, we use the RRSE as the evaluation metric for all the three algorithms.

Metrics 98

Metrics Healthcare Transportation Accountability 98

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Photo Credit: [link].

Surveys 126

Surveys Customer Care Scripts Contact Center 126

CX Journey

NOVEMBER 14, 2014

It appeared on their site on August 12, 2014. Science is the script. Art is going beyond the script and being human; it’s how you treat people. Perhaps we need the script simply as a guideline, but we allow employees to go beyond the script and do what’s right for the customer in the moment. Science is metrics.

Customer Experience 71

Customer Experience Scripts Metrics Customer centricity 71

Comm100

OCTOBER 20, 2016

billion PC users, and in 2014, mobile was responsible for over 20% of holiday sales. There are many ways to define your segments depending on your needs, but take into consideration that this is for your holiday campaigns (not for long-term metrics like retention). Free Download] Live Chat Scripts to Make Stellar Agents.

Advertising 53

Advertising Scripts Sales Metrics 53

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

Comm100

NOVEMBER 3, 2016

According to a study conducted by Forrester research , use of the help/FAQ pages on a company’s website for customer service increased from 67% in 2012 to 76% in 2014. Review metrics before holiday to see how this can be improved. Free Download] Live Chat Scripts to Make Stellar Agents.

Wait times 45

Wait times Advertising Entertainment Self service 45