BlueOcean

OCTOBER 6, 2020

What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. This is what relevant service level metrics look like in today’s customer care center.

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

CCNG

MAY 30, 2024

Ultimately, if your software cannot produce the required number of full-time equivalent (FTE) to meet your goal (service level or abandon rate) then it’s not a WFM platform. This way the agents are empowered to have some control over their schedules and the company can still provide the service levels customers need.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. At a leader level, do they feel like there are unclear/changing priorities? Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Vcaretec

JUNE 6, 2022

It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by a whopping 10x! Clients met all of their customer care goals, even on the busiest shopping days of the year.

Customer Care 91

Customer Care Service level Sales Customer Support 91

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Monet Software

JANUARY 20, 2021

Smaller businesses have the same, if not greater, needs for WFO technology because superior customer care is their most important differentiator when up against competitors with greater financial resources and pricing power. Smaller businesses do not have enough staff to maintain acceptable service levels in the event of absences.

contact center workforce 118

contact center workforce Contact Center Service level Engineering 118

TechSee

DECEMBER 12, 2017

In practice, agents accessing an open customer care case must sift through increasingly complicated data sets and perform a time-consuming analysis in order to form a comprehensive picture of the customer’s profile. The post Visual OmniChannel – Give Customers the Experience They Crave appeared first on Techsee.

Contact Center 143

Contact Center Enterprise Technology Customer Care 143

BlueOcean

MARCH 3, 2025

Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan?

outsourcing 62

outsourcing Contact Center Journey mapping industry standards 62

ProProfs Blog

JUNE 26, 2020

An Assignee is a person who is assigned a customer service ticket. Once they receive a ticket, the agent (Assignee) is responsible for providing a solution while adhering to the Service Level Agreement. ProProfs HelpDesk allows you to create various types of custom fields based on your needs. Email Notification.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

BlueOcean

MARCH 31, 2022

Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. When we talk about “running the numbers” in the context of customer care, it’s a little bit like going to practice every day.

Contact Center 118

Contact Center contact center workforce Coaching Service level 118

BlueOcean

FEBRUARY 25, 2019

But the subscription services market is on fire, growing by more than 100% in five years. It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member.

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Brian Dooley @Brian_Dooley. Sure, call volume and handle time are important, but…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Blueship Call Center

JULY 7, 2023

Whether you like it or not, customers are the heartbeat of your business, therefore providing excellent outsourced customer care services is crucial to its success. Without consumers, a business cannot make a profit and has no reason to exist, even if it offers the greatest goods and services on the planet.

outsourcing 72

outsourcing Customer Service Customer Care Self service 72

Pipkins

DECEMBER 5, 2019

Calls handled can become a service-level type. Some of the logic and math behind the inner workings of Merlang are above my pay grade, but the customer care team at Pipkins would be more than happy to explain how this formula can improve call center efficiency! Some of these include: Correct modeling of queue sizes.

Abandon rate 86

Abandon rate call center workforce Abandon Call Call Center 86

CX Global Media

JULY 12, 2019

You can never give agents schedules that they like and still meet service level!” Bill White Executive Director – Customer Care, ???Stuller, Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller. Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Playvox

AUGUST 25, 2022

All these singular actions can negatively impact service level metrics and the customer experience. There are a couple of different ways to help customer service agents understand the ways each of them can positively or negatively impact service levels. ENJOYING THIS ARTICLE? Tennis Ball Activity.

Personalization 85

Personalization Management Schedule adherence Contact Center 85

TechSee

APRIL 17, 2018

The path to the future of efficient AI in customer service is collaborative – today, humans and AI-based customer service chatbots can collaborate to maximize interactions with customers. Scale service capabilities to meet rising customer care demands. Enhance human capacity.

Chatbots 95

Chatbots Customer Service Customer Care Customer centricity 95

Stafford Communications

JULY 16, 2020

These are key enablers of any customer care operation. Those are the folks who determine the kind of experience that your customers have. While technology is absolutely essential to a customer care operation, the shift to the cloud has left very little ‘on-premise.’ Contact us today for more information.

Healthcare 92

Healthcare Contact Center Customer Care Coaching 92

Aspect

APRIL 22, 2019

Customer service work, if properly presented, matches very well with these employee preferences. With modern workforce management software, employee schedules can be adjusted to balance service level requirements with employee scheduling preferences. Many contact centers provide the option of working from home.

Contact Center 80

Contact Center Education Customer Care Service level 80

Aspect

MARCH 27, 2018

The reason I adore this conference is because it is truly all about sharing customer successes, helping each other, learning from failure and being willing to collaborate openly to change the customer care industry for the betterment of all customers. This is the year of the bot in customer care, there’s no mistaking it.

Customer Care 56

Customer Care Self service Technology Call Center 56

BlueOcean

JULY 2, 2024

Our position is: one size does not fit all when it comes to customer care. If You’re Looking for Strategic Partnership… Fulfilling the Service Level Agreement is a must, but you need a partner who does more than simply check the boxes.

outsourcing 62

outsourcing Contact Center Customer Care contact center solutions 62

Fonolo

OCTOBER 4, 2018

So, before you fine-tune strategies that grow a loyal customer base, read our whitepaper, The Secret Sauce for Increasing Customer Happiness, for some quick and easy tips on increasing customer satisfaction. How to Set a Winning Service Level. Meeting the Industry Standard of Service Level.

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101

BlueOcean

AUGUST 13, 2024

The math provides us with insights on how to improve the customer experience and gain greater value for the client. Is the Service Level Agreement being met? These data points are essential to forecasting, staffing, understanding customer interactions, and more. What is the Average Handle Time?

outsourcing 62

outsourcing Call Center Metrics Average Handle Time 62

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. 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

SharpenCX

FEBRUARY 10, 2021

Customer problems keep growing and so do expectations. The only way to sustain service levels is to learn what’s really happening in your contact center. Here’s how you can use customer service data to inform your decisions and deliver the customer experience your customers beg for this year.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Real Blue Sky

MARCH 6, 2023

We see leading brands focusing on customer care as a center of excellence (COE), driving positive customer experiences, growth in customer loyalty, and improved profitability. In fact, according to one Deloitte study, the number of service leaders whose top priority was cost reduction will shrink by one-third.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Global Response

DECEMBER 14, 2022

You’re considering using an outsourced call center to handle customer care. Defining “shared” and “dedicated” customer support In the shared model, Brand Specialists working on your call center account are “shared” among several brands, businesses or accounts. What are the system requirements?

Call Center 62

Call Center Customer Support outsourcing Average Handle Time 62

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

outsourcing 62

outsourcing Customer Care B2B Contact Center 62

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

outsourcing 62

outsourcing Finance Customer Care Coaching 62

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 62

Contact Center Customer Experience Chatbots Interactive Voice Response 62

BlueOcean

JANUARY 22, 2019

Get the training right, and agents are operating from a position of strength – knowing how to put those values into action for your customer and for your brand. A 24-hour email service level is almost laughable to a Millennial or Gen Z consumer. The True Cost of Losing a Customer. Instant Gratification is the New Normal.

Customer Experience 81

Customer Experience outsourcing Journey mapping Contact Center 81

Serenova

AUGUST 23, 2019

Modern contact centers now also have an increasingly powerful arsenal of technology to help deliver digitally transformed customer care in any season. But striking the balance of maintaining high service levels while controlling costs is tricky.

Customer Experience 65

Customer Experience contact center solutions Contact Center At home agents 65

Expivia

APRIL 29, 2021

As part of your service level, you need to know how long customers are in the queue. The industry standard for service level is 80/30, where 80% of the calls are answered in 30 seconds or less. When looking at outbound calls, these KPIs are less about customer care and more about sales metrics.

Call Center 98

Call Center Metrics Interactive Voice Response Average Handle Time 98

BlueOcean

NOVEMBER 13, 2019

In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user. In the next few paragraphs, we will make the case for content review having a natural home with your outsourced customer care provider.

outsourcing 48

outsourcing Contact Center Calibration Average Handle Time 48

Skybridge

AUGUST 24, 2023

“Outsourcing helps companies maintain service levels and provide a consistent customer experience across all channels and hours of operation.” Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center?

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. This equates to 22,500 minutes (375 hours) saved per week, extra time that agents can devote to improving customer service. Agents handle on average 170,000 contacts every week.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Service level (SLA) sets benchmarks for future performance. Cumulative service level. Also known as utilization. Shrinkage.

call center workforce 62

call center workforce Metrics Call Center Management 62