BlueOcean

OCTOBER 4, 2023

The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The same is true for first call resolution and average handle times.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Bold360

MARCH 26, 2020

The good news is, even at a time of physical distancing, your customers and employees still want to interact with you, but now they’re demanding that those interactions be different. Companies using self-service have 6X greater annual improvement in lifetime customer value, seeing much higher customer satisfaction and retention rates.

Engagement 66

Engagement Call Center Lifetime Customer Customer Engagement 66

BlueOcean

OCTOBER 6, 2020

Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). You need a partner who is committed to gathering and interpreting a wide range of data to build the big picture.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

FEBRUARY 7, 2019

The more loyal those customers are, the more they buy. With that in mind, it’s clear that the quality of your customer experience is directly correlated with Lifetime Customer Value. (We We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). Sound complicated?

Metrics 219

Metrics Customer Care 2019 Measurement 219

Kustomer

JANUARY 14, 2021

Simply aligning the company with its beliefs and making sure that each department is on the same page when it comes to the customer service standard, is sure to bring about customer satisfaction. Yeah, so I grew up in the outsource contact center space. Ed Porter: (01:19). So for me, it was my first job.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. Now she is the Sr.

2020 132

2020 Customer Experience Magazine Consulting 132