Innovative CX
JANUARY 30, 2020
For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C.
InMoment XI
NOVEMBER 15, 2023
In addition to NPS, CSAT, CES, and VoC, there are several other critical metrics to consider in customer experience analytics, including: Average Handle Time (AHT) : AHT measures the average time it takes for a customer service representative to resolve a customer’s issue during an interaction, providing insights into the efficiency of customer (..)
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TechSee
MARCH 4, 2024
When customers provide images of their receipt or product, computer vision AI can fairly easily identify the customer, product, and even their particular issue. Providing this information to the customer service representatives accelerates their average handle time while improving the customer experience.
Win the Customer
JULY 6, 2023
Measure Key Customer Service Metrics Collecting and analyzing data is fundamental to the Six Sigma process. Analyze Root Causes Once you have the data, use root cause analysis techniques such as Fishbone diagrams or Pareto analysis to identify the underlying issues affecting customer service.
Playvox
DECEMBER 16, 2021
Contact centers are using a wide range of new strategies to ensure their customer service representatives are engaged – encouraging them to offer a world-class customer experience to clients. Improving results – Reduce average handle time and increase CSAT.
Playvox
JULY 14, 2023
Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. phone or digital), and are they taking breaks at the most optimal times to maintain service levels.
TechSee
JUNE 4, 2019
Competition can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions. The new breed of AI-based platforms reduces call center training times by delivering timely next best action advice during each customer episode. On-the-job learning.
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