The Northridge Group

MARCH 21, 2022

The Cellular Telecommunications Industry Association (CTIA) reports that, in 2019, America’s wireless industry contributed $690.5 Uncovering the root cause issues driving repeat calls makes it possible to resolve the problems, improve the customer experience, reduce costs and increase customer retention. billion to U.S.

Wireless 127

Wireless Average Handle Time Contact Center Analytics 127

TechSee

JUNE 11, 2019

All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. The results provide eye-opening insights into how Visual Assistance enhances customer service KPIs across numerous industries. Click here for the full report.

Technology 117

Technology Customer Service Contact Center Self service 117

Global Response

OCTOBER 15, 2024

According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. While this may sound good , you may wonder , “ D oes my business actually need an omnichannel contact center?”

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

TechSee

JUNE 25, 2019

Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. For example, an angry customer might be routed to the customer retention team, and a happy, satisfied customer might be routed to the sales team to be pitched a new product or service. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122

Callminer

AUGUST 6, 2019

For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value. And when a customer wants to talk to an agent, the hand-off is easy. This reduces agent’s average handle time because all the agent has all the customer interaction history.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

MAY 22, 2019

Our favorite chart: Read more about keeping AI in perspective here: “New York Times Op-Ed Mentions Containment Rate”. CCW’s Future of the Call Center (2019). They are part of the same organization that puts on the Customer Contact Week conference in Vegas. Who wrote it: Brian Cantor , CCW Digital. Where to get it: Here.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

TLC Associates

JUNE 20, 2019

For starters, your business needs to anticipate 2019 seasonal ticket volumes and scale up your workforce to maintain first call resolution. Doing so requires you to evaluate and make decisions based on two key factors: when your customers will need you and how ready they are to buy. Start with previous customer service metrics.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40