Comm100
SEPTEMBER 28, 2022
KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems.
Comm100
MAY 28, 2020
KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. If it’s lower, you may need to alter visibility and placement, or even introduce a pro-active chat strategy. Average handle time.
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West Monroe
JUNE 22, 2022
KPIs are the heartbeat of service. Average Handle Time. Articulate your goals in terms of quantifiable metrics. You can’t manage what you can’t measure. Typical metrics to measure include: NPS or CSAT. First Contact Resolution. Agent Satisfaction. Agent Performance. Agent Retention.
ShepHyken
APRIL 2, 2021
When creating your customer service strategy, it’s important to continue to invest in new technologies and platforms, but don’t overlook the value of optimizing your current channels. Misconception #3: Speed is the most important customer service metric.
ShepHyken
MARCH 30, 2018
Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. The best way to smoothe your customer relationships is to set expectations: let people know when they can expect to hear from you, and always over-deliver.
ShepHyken
OCTOBER 1, 2023
In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. My Comment: For those in the customer support world, this article is for you. Some companies look for low AHTs, hoping to manage more calls per hour or shift with a lower time.
Talkdesk
DECEMBER 30, 2019
With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 1: Equip Your Agents With the Tools to Succeed.
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