BlueOcean
FEBRUARY 7, 2019
Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Secrets to Incredible Customer Service with Paul R.
Interactions
MARCH 13, 2019
Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.
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BlueOcean
NOVEMBER 13, 2019
Listen to the audio or read the article. 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.
ShepHyken
MARCH 30, 2018
This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different.
CSM Magazine
SEPTEMBER 8, 2023
This is particularly worrying, considering agent KPIs are forensically measured and metrics such as Customer Satisfaction and Average Handling Time are easily affected by loud noises — whether these come from the customer’s or the agent’s side.
Playvox
JUNE 22, 2023
Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.
Playvox
AUGUST 25, 2022
A few seconds can feel like an eternity – particularly when no one contacts a customer care center because they want to do it; they have to reach out to your company as avenues such as self-service have likely failed. In order to demonstrate the impact, I’ve pulled in a few “Power of One” exercises from this article.
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