Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. A recent Economist Intelligent Unit (EIU) survey of more than 2,000 global consumers confirms that customers want fast and correct information above all else.

Metrics 60

Metrics Measurement Customer Service 2016 60

NICE inContact

MARCH 10, 2016

As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at?

Call Center 55

Call Center Metrics Average Handle Time Contact Center 55

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Net Promoter Score Average Handle Time 2016 51

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Share this page on: Tweet.

Customer Service 49

Customer Service Contact Center Average Handle Time 2016 49

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.

Workshop 45

Workshop Touchpoint Average Handle Time Insurance 45

Kayako

JANUARY 19, 2017

Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. Or worse, that you’re leaving your customers hanging around waiting to receive help. Most customers refuse to wait more than five minutes for a response. Support metrics are crucial at Kayako. 86:15:28.

Average Handle Time 71

Average Handle Time Metrics Communication 2016 71

Smith+co CX

SEPTEMBER 14, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance.

Workshop 39

Workshop Touchpoint Average Handle Time Insurance 39