CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Another 28% are willing to give mobile messaging a chance.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Outsource Consultants

AUGUST 3, 2020

Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs. Lower Your Average Handle Time to Increase Customer Revenue. Automate — Have you tested your own call center experience lately?

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

JustCall

OCTOBER 6, 2022

Keep your eye on the customer experience (CX). Integrate AI and other technologies into the call center experience. -Re-train Re-train your customer service reps for different types of calls. Provide a seamless experience across channels. Ensure a personalized experience. Wrapping Up.

Call Center 52

Call Center Chatbots Metrics Call center experience 52

Balto

JANUARY 18, 2025

Call center process management isnt just about efficiency anymore. Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Call center process management isnt just about efficiency anymore. Its about creating a customer journey that feels personal, professional, and effortless. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Fonolo

APRIL 17, 2019

As much as the airline is an industry leader in innovation, it is still behind in one of the most basic customer service offerings: Prompt and effective customer service from different platforms — and that includes social media, chatbots, and apps, in addition to improved call center experiences.

Airlines 78

Airlines Transportation Contact Center Self service 78