Stella Connect

DECEMBER 2, 2021

Wondering what the top drivers of customer sentiment , purchase decisions, customer reviews, customer satisfaction and customer experience will be in 2022? 1: Customer Loyalty Is Getting Hard to Earn and Even Harder to Maintain . 2: Time Is Money for You—and Your Customers.

2022 52

2022 Customer Service Poor Customer Service 2021 52

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . Increasingly we see companies turning to artificial intelligence tools in order to, enable and drive an effective and friendly customer service operation.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

Oracle

OCTOBER 6, 2019

Net Promoter Score as the customer experience metric. KPIs are one thing and we do look at quality scores, we look at average handle time, and all of the traditional ones. But truly the way that we understand our customer experience is that we use Net Promoter Score as our customer experience metric.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score Average Handle Time 54

Uniphore

DECEMBER 17, 2021

A Forrester poll of members of 17 of the largest health plans in the country found an industry average score of 70.2 on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. What’s the key to driving improved customer satisfaction? AI Adoption in Healthcare.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

CSM Magazine

OCTOBER 6, 2021

After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. Overall, leaders were able to increase awareness and clarity regarding safety procedures and reduce Average Handle Time (AHT). ANALYTICS COMPETITION WINNERS.

Net Promoter Score 52

Net Promoter Score Financial Average Handle Time Connections 52

Inbenta

DECEMBER 14, 2021

Top benefits for your business: Complement other tools like online chat to avoid customer service teams being overwhelmed. Speed up average handling times (AHT) and increase first-contact resolution. Prevent fraud, resulting in significant savings ( detected motor insurance fraud was valued at £602 million in 2020 ).

Insurance 52

Insurance Customer Journey Document Average Handle Time 52

Natalie Petouhof

SEPTEMBER 1, 2015

Tweet By 2020 it is estimated that there will be over 50 billion connected devices. If customers expect to be able to interact, engage, purchase and get service through any channel, companies need to step up to this challenge. So if consumers are more connected, what does this mean for companies?

Average Handle Time 63

Average Handle Time Connections Metrics Customer Service 63

Lithium

NOVEMBER 6, 2020

From Hikma Pharmaceuticals, who used Khoros Marketing to increase engagement on posts by 73%, to Intuit, who used their community to handle massive spikes in support volume during COVID-19, brands across a variety of industries impressed us with their 2020 stories. We received a total of 92 incredible submissions in 11 categories.

2020 52

2020 Social Media Return on Investment ROI 52

Lithium

NOVEMBER 6, 2020

From Hikma Pharmaceuticals, who used Khoros Marketing to increase engagement on posts by 73%, to Intuit, who used their community to handle massive spikes in support volume during COVID-19, brands across a variety of industries impressed us with their 2020 stories. We received a total of 92 incredible submissions in 11 categories.

2020 40

2020 Social Media Return on Investment ROI 40

ShepHyken

APRIL 2, 2021

Misconception #2: Customers only want self-service options. in the first quarter of 2020, and expected to continue to rise throughout 2021. For many businesses, meeting increased online demand means a pivot to more automated ways of providing support, like chatbots, to free up agents to handle more complex issues. In the U.S.

Customer Service 113

Customer Service E Commerce E-support Average Handle Time 113

Comm100

JANUARY 14, 2020

With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity. Increased customer satisfaction. Customers expect agents to have access to their whole story when they reach out for support. FCR) and average handle time (AHT).

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Comm100

MAY 28, 2020

If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.

Average Handle Time 52

Average Handle Time Management Customer Satisfaction Download 52

Comm100

JANUARY 14, 2020

With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity. Increased customer satisfaction. Customers expect agents to have access to their whole story when they reach out for support. Free Download: Customer Engagement 2020 White Paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Oracle

NOVEMBER 23, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last.

Innovation 75

Innovation Customer Service Banking Contact Center 75

Comm100

APRIL 28, 2021

If your live chat customer service team has one main goal, it’s to make the customer happy. CSAT, or your Customer Satisfaction Score, is one of the best benchmarks for determining how happy your customers are with the service they have just received. Average resolution time. All for free, forever!

Measurement 54

Measurement Net Promoter Score Average Handle Time NPS 54

Qualtrics

APRIL 17, 2021

The right tools and coaching techniques can help optimize processes, improve agent effectiveness and preserve customer value. 2020 was a stark reminder that you can’t predict what’s around the corner – so you need to be prepared for anything. Positive experiences with agents are a potent driver of customer loyalty.

Contact Center 26

Contact Center Average Handle Time Metrics Feedback 26

ProProfs Chat

MARCH 25, 2020

Businesses without reliable customer support automation are less consistent while handling customers’ requests but also spend way more time and money solving each of them. It was estimated that by 2020, 85% of customer service interactions will be automated. in annual costs by 2022”. Tweet this.

Customer Service 83

Customer Service Customers Interaction Communication 83