ShepHyken

APRIL 2, 2021

When communicating with angry customers , don’t let this misconception cloud how you approach the situation. Doing so can lead to even greater frustration from your customer and affect your ability to resolve their issue. Misconception #2: Customers only want self-service options. In the U.S. of all sales.

Self Service 121

Self Service Customer Service e-support Average Handle Time 121

West Monroe

JUNE 22, 2022

KPIs are the heartbeat of service. Average Handle Time. To drive loyalty, design journeys that reflect your brand’s intended experience for its customers. Implement self-service options for case deflection. Articulate your goals in terms of quantifiable metrics. First Contact Resolution.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

Interactions

JULY 9, 2024

How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g.,

Self Service 62

Self Service CRM Contact Center Average Handle Time 62

Interactions

JULY 9, 2024

How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Some questions you can ask include: Do customers have a smooth experience when switching service channels (e.g.,

Self Service 62

Self Service CRM Contact Center Average Handle Time 62

Natalie Petouhof

SEPTEMBER 12, 2018

” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster ! Faster time-to-value.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Think Customers

NOVEMBER 1, 2021

Also use a warm transfer when dealing with a caller who has already had to call the contact center multiple times about the same issue. “Be Be human and take the time,” Shearer said of such calls. Don’t worry about your AHT (average handle time). Be human and make an exception for that.”.

Self Service 52

Self Service Net Promoter Score Contact Center Average Handle Time 52

Playvox

MAY 4, 2023

Instead of measuring steps, omnichannel digital contact centers can use metrics like Average Handle Time and contact volume — or quality management tools like agent evaluations and performance KPIs — to see what the customer experience is.

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52