Playvox

APRIL 21, 2023

And that can lead to costly issues like overstaffing or missing service level agreements. To accurately predict the staff with the right skills that are required for each digital channel, you need an AI-driven solution that helps you plan, adjust, and keep service levels — and your budget — on track.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

SharpenCX

APRIL 8, 2020

Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. For metrics like Service Level, agents rely on you and your workforce managers to plan for the right interaction volume. Get the ebook. Give agents visibility into queue metrics.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Fonolo

MAY 31, 2018

That being said, we have a cautionary note about speed: While desired, it will not make up for emotionless customer service; in fact, empathy is weighted above speed when it comes to overall customer satisfaction. To understand how to build a case for call-backs in your contact center, download Fonolo’s eBook, “The ROI of Call-Backs”.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

Playvox

JANUARY 12, 2023

While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Maintaining Quality Without Micromanaging.

Quality management 69

Quality management Coaching Contact Center Best practices 69

SharpenCX

MARCH 30, 2021

Does our call center technology offer tools to help predict service levels and keep up with customer expectations? Use your call center platform to send out CSAT surveys and encourage customer feedback. Read Next] Find out more ways to encourage your customers to take customer satisfaction surveys and deliver feedback.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

Comm100

NOVEMBER 21, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. The service industry is playing an increasingly significant role in the economies of many countries around the world.

Morale 0

Morale Surveys Feedback Technical Support 0

CSM Magazine

APRIL 6, 2023

For example, in the contact centre, we know there’s a direct link between advisor happiness and customer satisfaction, with customers recognising improved service levels. Factors of the model were validated across additional surveys as well as through comparison with established psychological frameworks and assessments.

Benchmark 52

Benchmark Consulting Consulting Service level 52

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Additional Resources: Ebook: Buyer’s Guide to Contact Center Technology. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Playvox

JANUARY 25, 2024

Workforce management for contact centers is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Contact centers that do so reap the following benefits: 1.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Check out our eBook on contact center automation for even more tips!). #2 3 Service level.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Comm100

DECEMBER 8, 2020

This way it tries to tackle the risks associated with COVID while keeping customer service levels high. You can use chatbots to get feedback from customers through surveys. Unlike survey emails that often get discarded, chatbot surveys collect real-time feedback that can help improve your marketing efforts.

Chatbots 68

Chatbots Scripts Sales Personalization 68

CSM Practice

FEBRUARY 12, 2020

Usage data, survey data, and online community discussions can be used to identify customers with additional business needs or interests in additional services. DOWNLOAD the Expansion Selling eBook: [link]. Quantitative data is often readily available but underutilized for customer expansion campaigns.

Upselling 52

Upselling Customer centricity Sales Accountability 52

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Clarabridge

FEBRUARY 19, 2019

Look at emails, social media posts, review sites, surveys, and chats and integrate those sources with CRM data to reveal the full picture. As suggested in a 2016 report by Creative Virtual, introducing a virtual assistant for customer service can improve chat and phone service levels by 10-15%.

Customer Service 40

Customer Service Chatbots Contact Center Feedback 40

aircall

JULY 7, 2021

Using these insights, you can create actionable plans on how to improve customer experiences—whether through increasing customer satisfaction ( CSAT ) ratings, customer effort score, service-level performance, or all of the above. Self-Service Analytics. 6 Types of Call Center Analytics.

Call Center 62

Call Center Analytics Self service Sales 62

Vistio

APRIL 2, 2022

And we also do a couple benchmarking surveys a year for member companies and also have an online forum, some private meeting groups for members to be able to exchange digitally in that environment. I’d love to dive into your thoughts around the topics that we covered in that ebook as you are the expert, really.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

SharpenCX

MARCH 10, 2020

Download Now: Pick up 7 Coaching Best Practices in this Ebook. Use surveys, 1:1s, and team meetings as spaces for your agents to ask you questions, to provide feedback, and as safe places for agents to ask for help. And, every day, customer service team members get a summary about customer service levels.

Call Center 67

Call Center Management Coaching Metrics 67