CSM Magazine

MARCH 27, 2025

Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

Calabrio

MARCH 5, 2025

Customers value their time, and swift resolutions build trust and confidence in your brand. When customers feel heard and their problems are solved promptly, they are more likely to become advocates for your brand, leading to positive word-of-mouth referrals. Empower customers with self-service to reduce contact volume.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

Calabrio

MARCH 11, 2025

It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception. Establish clear QA standardsand communicate them effectively A robust QA program hinges on well-defined standards that reflect your brands mission and its customer experience vision.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Interactions

APRIL 2, 2025

A better, more advanced IVA may be able to process branded card payments and even manage returns without escalation. Its critical to provide a seamless transition between a self-service IVA and agent, or the customer may be reluctant to use self-service in the future.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

SurveySensum

OCTOBER 29, 2024

Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. This enables businesses to optimize their agent training, ensuring faster and higher quality services. Self-service analytics help you prevent that from happening.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Calabrio

MARCH 22, 2025

Deliver on omnichannel demands Customers want to use the different channel they prefer to interact with your brand. Offer more effective self-service options Oftentimes, the best experiencefor both customers and contact centersis when customers can quickly and easily solve their issues on their own.

Contact Center 130

Contact Center Management Strategy Call Center 130

Calabrio

NOVEMBER 12, 2019

In general, customers who have had a better experience are more likely to recommend the brand. With just a single question, brands can measure an entire experience and view what customers think of their brand as a whole. CSAT asks customers how satisfied they are with a recent purchase or interaction with the brand.

Metrics 130

Metrics Measurement Average Handle Time Customer Experience 130

BlueOcean

AUGUST 19, 2024

When “Good Enough” Is Not Really Good Enough The customer experience is what happens any time a customer interacts with your brand – through marketing, sales, the product or service itself, and customer support. And there is plenty of research that shows that the simple act of measuring by itself will lead to improvement.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

BlueOcean

AUGUST 19, 2024

When “Good Enough” Is Not Really Good Enough The customer experience is what happens any time a customer interacts with your brand – through marketing, sales, the product or service itself, and customer support. And there is plenty of research that shows that the simple act of measuring by itself will lead to improvement.

Self Service 156

Self Service Contact Center Average Handle Time Customer Satisfaction 156

Interactions

FEBRUARY 6, 2025

Many off-the-shelf solutions or DIY IVAs struggle with the accuracy necessary to complete complex self-service interactions and the customization needed to meet personalization and regulatory needs. This means customers can quickly self-service more issues and need fewer escalations to live agents.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

InMoment XI

JULY 25, 2024

Specifically, negative experiences can cause customers to churn, while positive experiences can restore customer satisfaction trust, and improve your brand equity. When customers feel recognized and valued, their loyalty to the brand strengthens. What Is a Contact Center Experience?

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Uniphore

JANUARY 21, 2022

Automating authentication prompts—and transcribing member responses—can improve accuracy and reduce process redundancies, like having to repeat the same information when transferring from self-service to a live representative. Just how much can conversational automation improve employee efficiency?

Healthcare 147

Healthcare Net Promoter Score Self Service Call Flow 147

ShepHyken

APRIL 2, 2021

Research from the Journal of Marketing shows that offering angry customers a price-based solution (like a discount) actually negatively affects their view of your brand and their likelihood to continue supporting your business. First, it devalues your product or service to them by making them believe it’s not worth the full price.

Self Service 118

Self Service Customer Service e-support Average Handle Time 118

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true. As organizations make.

Self Service 40

Self Service Customer Journeys Average Handle Time Government 40

TechSee

JUNE 11, 2019

The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service. NPS is the customer service KPI that measures customers’ overall perception of a brand and the likelihood of them recommending the product or service to a friend. Click here for the full report.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Uniphore

DECEMBER 17, 2021

Diving a little deeper into the data, drivers relating to how well customer service agents solve problems have the most impact on an insurer’s overall customer experience score. The authors of the report state that “sadly, brands failed to excel in this area. Impact: 20% reduction in agent training time. Better health outcomes.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

NICE inContact

SEPTEMBER 11, 2018

Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands. Agents were empowered to provide more engaging personalized experiences with additional brand-relationship context.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

TechSee

APRIL 2, 2019

Bombarded with buzzwords, and ever-conscious of meeting their KPIs, customer experience managers must choose between a dizzying range of automated solutions that all promise to reduce average handling time, motivate agents, improve first time resolution rates and enhance customer satisfaction.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

InMoment XI

DECEMBER 13, 2024

For example, the Average Handle Time (AHT) metric indicates how long it takes to complete a single call. While a high AHT is not ideal, a low AHT isnt great if it compromises service quality. If your agents complete a call in record time but fail to satisfy the customer, it will hurt your business.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Kayako

MARCH 29, 2019

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers. Give Your Customers Better Service.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

Uniphore

JUNE 7, 2021

Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Even in a world of self-service, great customer service matters, perhaps more now than ever. For those still holding out, the primary concern was the business case for the technology.

Call Center 147

Call Center Self Service Average Handle Time Contact Center 147

BlueOcean

MARCH 13, 2023

This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. Value comes from focusing energy and resources on complex customer care scenarios that require human insight and human decision-making.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Eptica

JANUARY 9, 2019

How to reduce Average Handling Time and improve quality In 2018 we ran a series of posts designed to spread best practice when it comes to customer service and customer experience. Why brands need to focus on conversational CX platforms Talk of AI is everywhere, but where will it deliver real value?

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

BlueOcean

OCTOBER 6, 2020

Are their values still clearly aligned with your brand? What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

TechSee

DECEMBER 28, 2020

Advanced remote support – powered by computer vision and augmented reality – can deliver automated remote support aided by predictive tools that make the customer’s life easier, as well as decision support tools and self-service deflection tactics that make the agent’s job simpler.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

ShepHyken

FEBRUARY 1, 2022

” Most brands don’t make it easy for customers to find answers. Many brands are still hamstrung by the old ways of organizing information – they typically have answers hidden four, five, or six clicks deep into a knowledge base or scattered across different departments in the organization. This is not on purpose.

Self Service 74

Self Service Average Handle Time Knowledge Base Chatbots 74

Eptica

OCTOBER 16, 2018

Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail.

Report 68

Report Self Service Average Handle Time Contact Center 68

Interactions

MAY 20, 2021

However, it’s impossible to know what these brands should expect. Not to mention, as consumers flock back to their regular vacation plans, brands have a key opportunity to create lasting loyalty for years to come. We put together three best practices to help guide brands as they navigate this transition period. .

Hospitality 62

Hospitality Travel Brands Self Service 62

CSM Magazine

JUNE 25, 2021

Yet there’s also the cost that doesn’t immediately show up in your budget – the damaging effect WISMOs and WISMRs can have on customer loyalty and brand reputation. Today, roughly 50% of customers say they would switch to a new brand after just one bad experience. Self-service and automation.

Self Service 76

Self Service Tips Retail Average Handle Time 76

Oracle

OCTOBER 1, 2019

In addition, chatbots offer companies new ways to improve the customer engagement process while aiming to drive down the typical cost of customer service. No longer can brands rely on a single channel for customer service; shoppers want to communicate whenever and however they choose. That’s a frictionless experience.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

NobelBiz

SEPTEMBER 15, 2021

Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. Power looked at 124 customer service organizations spanning 13 industries in North America. Interesting, isn’t it? A new report from J.D. The result?

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Kustomer

AUGUST 15, 2022

Customer demands and competition from other brands are increasing every day. Because of the overwhelming number of alternatives available to them, modern customers are not shying away from demanding excellent customer service. How does one brand differentiate its CX from the pack? Self-Service Tools.

Self Service 59

Self Service Customer Experience Omni-Channel CRM 59

Bold360

SEPTEMBER 29, 2016

In the same way, Net Promoter Score , as mentioned above, only requires a single question– “How likely are you to recommend. “ – to yield a world of information about both an individual transaction and, when aggregated, how well a business is doing in meeting the goal of turning customers into brand ambassadors.

Customer Satisfaction 88

Customer Satisfaction Measurement Net Promoter Score Self Service 88

ShepHyken

NOVEMBER 30, 2018

As an example, evaluate abandonment within your web self-service channels. Alternatively, dissect average handle time for your agents’ phone conversations. Consistency instead refers to a singular, on-brand commitment to customer centricity.

Omni-Channel 101

Omni-Channel Self Service Abandon Rate Policies 101

Playvox

JANUARY 24, 2022

If you take the journey from providing good enough customer service to delivering great experiences, and measure your progress with actionable customer experience metrics, you’ll be able to stay ahead of the competition. For example: According to Forbes , 73% of consumers say a good experience is key in influencing their brand loyalty.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88