One Millimeter Mindset

SEPTEMBER 29, 2021

First, how will you get from where you were yesterday to where you really need to go, today? Then, how do you plan to navigate from a professional place of irresolution today to one of resolution tomorrow? Professionally reset with these four blog posts. Contact Babette here. Pause and breathe. Image source: Adobe Stock.

Blog 88

Blog Innovation Travel Leadership 88

Brad Cleveland Blog

JULY 28, 2016

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.)

Contact Center 26

Contact Center Measurement Call Center Customer Relationships 26

Call Experts

FEBRUARY 18, 2021

And, a contact center is instrumental in supporting your customers. . And then, making sure to incorporate these elements into your customer experience and customer journey: Promptness – time to answer, time to resolution, etc. Want to learn more about how a contact center can support your customer experience?

Contact Center 52

Contact Center Blog Call Center E-support 52

Brad Cleveland Blog

MAY 25, 2017

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.)

Contact Center 20

Contact Center Measurement Call Center Customers 20

Brad Cleveland Blog

MAY 25, 2017

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.)

Contact Center 20

Contact Center Measurement Call Center Customers 20

Eptica

AUGUST 4, 2022

In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations. You might also be interested in these posts: Why contact centres must focus more in First Contact Resolution. Share this page on: Tweet.

2022 148

2022 B2B Blog Article 148

Brad Cleveland Blog

DECEMBER 4, 2019

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension.

Customer Service 26

Customer Service Contact Center Call Center Customers 26

SaleMove

JANUARY 5, 2024

Change management in your contact center is a lot like keeping a New Year’s resolution: Here’s a few handy tips for both. The post Keeping Your New Year’s Resolutions appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 84

Contact Center Blog Management Customer Service 84

Brad Cleveland Blog

DECEMBER 4, 2019

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension.

Customer Service 26

Customer Service Contact Center Call Center Customers 26

Brad Cleveland Blog

JULY 28, 2016

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.)

Contact Center 20

Contact Center Measurement Call Center Customer Relationships 20

Brad Cleveland Blog

JULY 28, 2016

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.)

Contact Center 20

Contact Center Measurement Call Center Customer Relationships 20

ShepHyken

JUNE 28, 2019

It’s true that in China, in a case of life imitating art, state-run television is testing the world’s first AI news anchors more than 30 years after the Max Headroom television satire. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past.

Contact Center 111

Contact Center Blog 2025 Banking 111

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced when the Internet itself first debuted. But with ChatGPT in the spotlight, we wanted to bring you a deeper dive into AI in the contact center.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Service Untitled

MARCH 16, 2009

Service Untitled The blog about customer service and the customer service experience. Customer service statisticians have found that solving an issue during the first contact (as opposed to over the course of two, three, or more contacts) saves time, money, and increases customer satisfaction in the long run.

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ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. Are the tools easy to use?

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

ShepHyken

NOVEMBER 23, 2018

To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio. Your service speed depends on factors like the contact channel (e.g. The first key to clarity is simplicity. The first is all about your company; the second is about how the customer benefits.

Blog 105

Blog Effort Score Interaction Article 105

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. But does this work well?

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

ShepHyken

DECEMBER 20, 2019

Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line. First, let’s think about the three key elements that underpin good CX. Acknowledge how the customer feels, validate these feelings and partner with them to reach a resolution together.

Blog 83

Blog Customer Experience Roadmap Financial 83

Brad Cleveland Blog

DECEMBER 4, 2019

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension.

Customer Service 20

Customer Service Contact Center Call Center Customers 20

Eptica

SEPTEMBER 12, 2022

Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI. Click here to read the full blog post on our parent company Enghouse Interactive’s site. You might also be interested in these posts: Why contact centres must focus more in First Contact Resolution.

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2022 ROI Financial Blog 125

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. According to Bellomy Research , over 40% of those that use a contact center for utilities report an increase in important aspects like time, training, and associated costs needed for onboarding new employees.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Eptica

JANUARY 16, 2022

In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. The secrets to driving up First Contact Resolution rates. What types of data should you focus on, and what are the main benefits? Share this page on: Tweet.

Customer Service 127

Customer Service 2022 2021 Blog 127

GetFeedback

AUGUST 29, 2018

When you receive negative feedback, first pause and assess the situation. Your response should: Explain why you’re contacting them. This gets the resolution process rolling. Find as many details as possible before jumping into resolution mode or asking for more info. Is this a quick fix or a bigger problem?

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

GetFeedback

FEBRUARY 14, 2019

So the goal is to make initial contact with customers in a minute or less. Live chat metric #3: first contact resolution. Of course, a quick response is only the first step. Ultimately, customers want a resolution. These customers are part of a group known as “first contact resolution.”

Metrics 186

Metrics Measurement Effort Score Connections 186

ShepHyken

JANUARY 25, 2019

Depending on the nature of the resolution, you may wish to contact the customer again in the future—in a few hours, a few days, a few months. Her first book, The Language of Leadership, was named a main selection by the Executive Book Club. Don’t fumble for extension numbers—have those ready.

Customer Satisfaction 116

Customer Satisfaction Blog Books Customer Service Representative 116

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. Millennials are the first generation who have fully grown up technology literate, practically from birth. – Shep Hyken .

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Blog Social Media Mobile Customer Service Innovation 126

ProProfs Chat

OCTOBER 13, 2020

Honestly, your customer won’t wait so long and they don’t just expect a response, they expect first contact resolution. And instant contact for help is just one side of the story. If you fail to offer a first contact resolution, you might see more customers leaving your business. No, they don’t.

Banking 98

Banking Metrics Connections Customer Service 98

ShepHyken

NOVEMBER 23, 2018

To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio. Your service speed depends on factors like the contact channel (e.g. The first key to clarity is simplicity. The first is all about your company; the second is about how the customer benefits.

Blog 67

Blog Effort Score Customers Interaction 67

ShepHyken

SEPTEMBER 20, 2019

However, in many cases providing all these team members with licenses to the software is just the first step in achieving cross-team collaboration. For example, if sales updates information about a customer contact in a CRM system, that information will be pushed to the support software so both teams have the most relevant data.

B2B 107

B2B Blog B2C Sales 107

ShepHyken

DECEMBER 28, 2018

They are employing AI to augment their customer support staff because from self-service to triage to automation, it’s the only way to pave the path for zero contact resolution which is every millennial’s expectation and every other generation’s dream. Smart companies are tackling this in one way, and one way only.

Blog 98

Blog Customer Service Fashion Social Media 98

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Lower AHT indicates quicker issue resolution. High FCR rates reflect efficient problem-solving.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

BirdEye

OCTOBER 11, 2023

This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Customer experience is essential in the insurance industry because putting the customer first and offering tailored advice builds a significant edge over the competitors.

Insurance 110

Insurance Customer Experience Social Media Omnichannel 110

ShepHyken

NOVEMBER 29, 2019

Often when companies think of their first mobile app, they fail to go through one of the primary phases of careful planning, verification, and validation of the app idea. Amazon is using bots for quick queries and complaint resolution. More than 98% of customers contacting the chatbot stay within the bot.

Technology 131

Technology Blog Customer Experience Social Media 131

Eptica

OCTOBER 22, 2021

So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates. Share this page on: Tweet.

Customer Service 103

Customer Service 2021 Blog Article 103

Eptica

OCTOBER 29, 2021

Our new post outlines 9 reasons contact centres should look at adding messaging to their customer service channels as well as explaining how to maximise the benefits. Read the full article here on the blog of our parent company Enghouse Interactive. Share this page on: Tweet. Preparing for future customer service challenges.

Customer Service 127

Customer Service 2021 Communication Blog 127

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Even the Oracle report concludes the following 5 guidelines to “create a compelling customer experience”: Focus on the contact centre – optimise resources for dealing with ‘critical enquiries’. Focus on speed and simplicity – with an emphasis on first contact resolution.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Eptica

NOVEMBER 26, 2021

In our latest blog we outline six key areas that are important for success in outsourced customer service – from balancing resources and ensuring consistency of service, to meeting the specific requirements of individual clients. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates.

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2025 Customer Service 2021 Blog 121