COPC

AUGUST 16, 2022

Organizations sometimes fail to consider the voice of the customer while designing quality forms. Avoid this common pitfall by conducting a key driver survey to understand what customers care about most. This survey asks customers detailed questions about their experience. Stay tuned!

Calibration 76

Calibration Metrics Benchmark Surveys 76

Playvox

APRIL 21, 2023

While customers do expect to be able to move across channels to complete their service journey, you need to make sure you’re ready to staff and monitor each channel properly to ensure costs don’t creep up. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

Back Office Centers

JULY 6, 2023

Without assistance from your back office support personnel, your sales and customer care team would not be able to be successful. Consequently, you may reduce spending without compromising the calibre of your back office service. This is so that they can engage with clients, bring in sales, and make money.

outsourcing 58

outsourcing Customer Experience Calibration Sales 58

NobelBiz

APRIL 18, 2023

It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals. While AHT is generally used to determine the duration of a client’s phone conversation, a business that uses an omnichannel strategy for customer care can compare phone support to other channels.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52