Callminer

OCTOBER 11, 2018

Cory Peace is the Head of Operations at Simplr , where he helps customer service specialists provide top-notch customer service to high growth companies. Educating on self-service results in a better customer experience. Operational efficiency, particularly focusing on caller forecasting.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Uniphore

JULY 13, 2017

As the nature of customer service is quickly evolving, new channels of communications i.e. web, mobile and social, have raised the bar of customer expectations, and delivering an exceptional experience has become critical to business success. Let’s take a look: Read More.

Interactive Voice Response 45

Interactive Voice Response Caller satisfaction Customer Service Technology 45

Fonolo

AUGUST 24, 2017

In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction. Understand Your Customers’ Expectations.

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98

Callminer

OCTOBER 3, 2019

“If you’re willing to go the extra mile, spend some time with your customer service team as they perform their day-to-day. Many companies, including Zappos, Amazon, Craigslist, and Rackspace practice ‘ everyone does support ,’ a model that calls on all employees to spend time responding to support tickets and engaging with customers.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Vonage

MAY 8, 2017

This is particularly true in customer service; a rapidly growing business with a stagnant customer service team can become a nightmare scenario. Similar to how automated robotic processes made the production of cars more scalable, automatic processes in sales and customer service can improve your efficiency dramatically.

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

Fonolo

MAY 5, 2020

Caller satisfaction also increased, as did agent satisfaction. To solve this problem, we quickly implemented our Voice Call-Backs solution, taking some of the strain and helping them to reduce their abandonment rates by more than 40%.

Abandon rate 62

Abandon rate Caller satisfaction Banking Customer centricity 62

Calltools

JUNE 9, 2021

Are you providing the level of service your customers deserve? According to a 2017 Microsoft report , 97% of global consumers say that customer service experiences affect their brand loyalty and buying decisions. Importance of Inbound KPI Metrics. Monitoring metrics is the first step in improving your operations.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52