CCNG

JULY 27, 2022

Call center executives track strategic metrics and KPIs to make a business case for good customer service on behalf of their clients. In the past, call centers primarily interacted with customers by telephone to resolve inquiries quickly and at the lowest cost. However, metrics have changed along with the industry.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

The Northridge Group

NOVEMBER 9, 2022

Companies are offering more and more channels for customer service, including phone, email, chat, and self-service options. Self-service digital options are becoming more popular, but as companies make it easier for customers to answer simple questions online, associates are having to deal primarily with the more complex issues.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

aircall

NOVEMBER 3, 2016

Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. To truly exemplify speed and efficiency, your support team’s objective should be first call resolution. Frequent first call resolution is a great indicator of customer satisfaction.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

aircall

NOVEMBER 3, 2016

Or it could be a sign that the business in question’s self-service resources aren’t up to snuff. To truly exemplify speed and efficiency, your support team’s objective should be first call resolution. Frequent first call resolution is a great indicator of customer satisfaction.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Contact Center

Global Response

JANUARY 9, 2023

It’s not just that customers feel more understood though—empathetic customer service agents are more likely to understand the heart of the issue, therefore providing more creative and satisfactory solutions faster. This can lead to faster handle times, improved first call resolutions, and of course, more satisfied customers.

Customer Service 62

Customer Service Brand ambassadors Feedback Self service 62

Tethr

OCTOBER 2, 2020

Do our customer relations bridge the gap between our customer’s pain point, their expectations and the actual service experience they have with us? Are our customer interactions creating happy customers, loyal brand ambassadors? Are we easy to do business with for our customers in every interaction we have with them?

Customer effort 104

Customer effort Customer Care Coaching Surveys 104

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center