NICE inContact

NOVEMBER 1, 2017

You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? This way, you are picking and fixing one problem at a time.

Contact Center 59

Contact Center Call Center Average Handle Time Return on Investment 59

Eptica

JUNE 13, 2018

But as analyst Ed Thompson said at the recent Gartner summit , there are over 100 commonly used metrics for measuring CX, ranging from the simple ( Average Handling Time ) to the more complex ( overall customer satisfaction or Net Promoter Score ). So how do you ensure you are covering all the bases when tracking CX performance?

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Natalie Petouhof

SEPTEMBER 1, 2016

The business results (cost savings or revenue generation) or the return on investment (ROI) for the social customer care initiative. The formula to calculate ROI is: Return on Investment = (Gains from Investment) – (Costs of Investment) x 100. Costs of Investment. Calculating Costs. Calculating Gains.

ROI 45

ROI Social Media Airlines Customer Service 45

Magellan Solutions

JULY 8, 2021

Ultimately, it comes down to two things : Firstly, return on investment and secondly how long you can support telemarketing activity until that ROI return kicks in. Some organizations just want qualified sales leads that they follow up using internal sales people. Others want to close sales directly on the telephone.

Sales 52

Sales Net Promoter Score Average Handle Time Advertising 52

Lithium

NOVEMBER 6, 2020

Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money. We can’t wait to see what you do in 2021.

2020 52

2020 Social Media Return on Investment ROI 52

Joe Rawlinson

JANUARY 6, 2016

Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. Credible – It needs to be widely accepted and based on proven methodology. About the author.

Exceptional Customer Service 104

Exceptional Customer Service Metrics Customer Service Average Handle Time 104

Lithium

NOVEMBER 6, 2020

Recognizing a customer who successfully integrated Khoros to strategically align people, processes, and technology to connect with their customers in all ways. Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money. We can’t wait to see what you do in 2021.

2020 40

2020 Social Media Return on Investment ROI 40

Pointillist

MARCH 1, 2019

Segment the cause of the repeat calls into different buckets such as technology problems, agent performance problems, or underlying process problems. When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

Segment the cause of the repeat calls into different buckets such as technology problem, agent performance problem, underlying process problem among others. When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

Michel Falcon Experience

FEBRUARY 11, 2019

But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. They are sharing information with you on a daily basis and I’m afraid that at times it falls on deaf ears.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60