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Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study

BlueOcean

Beyond the improved call center performance metrics, we saw substantial gains in our customer experience benchmarks. The post Creating a Custom Zendesk IVR Integration for a Multinational Communications Corporation: A Case Study appeared first on Blue Ocean. Ready to reduce your call handle times and boost customer satisfaction?

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5 rules for a highly successful customer experience implementation with amazing ROI! – A case study

Beyond Philosophy

22:04 We discuss the third in the list, Analyze and how the changes you make are going to improve the experience and move the metric identified in the second step, Measure. – A case study appeared first on CX Consulting. 25:00 Colin brings up the Ambassadors, how they were chosen, and the role they played in the implementation.

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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

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. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

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New Thinking About an Old Problem - Contact Center Employee Attrition

After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Discover a new approach to reducing contact center attrition with our in-depth eBook.

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Three 2024 Customer Success Leadership Study key findings and what they mean for CS leaders

ChurnZero

Their top metrics are almost all revenue-driven. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. Download a full copy of the 2024 CS Leadership Study, presented by ChurnZero, SaaStr, 6sense, Gong, Success Venture Partners, and Customer Success Meetup, here. The big picture is clear.

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Call Center Metrics: Examples, Tips & Best Practices

Callminer

Depending on your call center’s primary functions, certain metrics may prove meaningless and unusable in a practical sense, while others can be pivotal in assessing performance and improving over time. Following are a few metrics that matter for inbound call centers: Abandoned Call Rate. Types of Call Centers.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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The Health of the Contact Center: Are You Ready for 2019?

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.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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Study: The Health of the Contact Center

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. What does it take to engage agents in this customer-centric era?

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Best Practices for a Marketing Database Cleanse

Multiple industry studies confirm that regardless of industry, revenue, or company size, poor data quality is an epidemic for marketing teams. This buyers guide will cover: Review of important terminology, metrics, and pricing models related to database management projects.