Up Your Service

MAY 3, 2017

Companies ahead of the curve recognize the critical role that customer service plays in winning people over, and the best travel and hospitality brands are stepping up their game with white-glove service and concierge contact centers to transform travelers from simply being loyal, to being proactive brand advocates.

Hospitality 74

Hospitality Travel Brands Airlines 74

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. What are the KPIs that customers are focusing on today?

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. What are the KPIs that customers are focusing on today?

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Thematic

NOVEMBER 13, 2018

Inferred feedback: Operational, behavioral and transactional data that is associated with a customer experience, which can include website data, purchase history or contact center data. This can be social media messages, online reviews and text analytics used for customer care interactions.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101